We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 70137 results
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Decision Reference DRN7510737
26 Oct 2018 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Mrs A has complained about the way Tesco Personal Finance PLC (“Tesco”) wants to use compensation following a complaint about payment protection insurance (“PPI”).backgroundMrs A took out a credit card with Tesco in 2000 and had a PPI policy attached to it. In 2012 she... (2 pages)View decision -
Decision Reference DRN3202647
25 Oct 2013 MBNA Limited Not upheldBanking and creditMr J is unhappy that his request to have his credit card debt written off was declined by MBNA Limited and a confusing counter offer made by it. Mr J is suffering from cancer and is unhappy that MBNA did not respond to his correspondence.background Mr J has held a credit card with MBNA si... (2 pages)View decision -
Decision Reference DRN-2734786
21 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2734786 The complaint Miss D complains about what The Royal Bank of Scotland Plc has done to put things right following her complaint that it mis-sold a payment protection insurance (PPI) policy. What happened Miss D complains that she was mis-sold PPI alongside three loans she had wit... (4 pages)View decision -
Decision Reference DRN-3760308
21 Oct 2022 Foundation for Credit Counselling Not upheldConsumer CreditDRN-3760308 The complaint Mrs R complains Foundation for Credit Counselling trading as StepChange have: Unreasonably and unlawfully delayed adding a debt to her existing Debt Management Plan (DMP). The conduct of StepChange’s staff throughout has been dismissive, patronising, and at time... (7 pages)View decision -
Decision Reference DRN6655425
18 Nov 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs C complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs C, acting on a recommendation from L&G, re-mortgaged. In doing so, they changed lender, incurred an early rep... (2 pages)View decision -
Decision Reference DRN2757113
22 Feb 2017 TSB Bank plc Not upheldBanking and creditMr C complains that TSB Bank plc sold his credit card debt to a debt collection agency.background Mr C lost his job and fell into financial difficulties. He had a significant credit card debt and in June 2016 entered into an arrangement with the bank to pay £5 per... (1 page)View decision -
Decision Reference DRN1487274
31 Jul 2013 Mackenzie Hall Limited Not upheldBanking and creditMr D complains that Mackenzie Hall Limited (“Mackenzie Hall”) has wrongly pursued him for a debt which he says he does not owe. He says he has been the victim of stolen identity and would like the business to stop contacting him about the debt. Mackenzie Hall had the debt referred to it... (1 page)View decision -
Decision Reference DRN5858418
31 Jul 2013 Ruthbridge Limited Not upheldBanking and creditMr D complains that Ruthbridge Limited (Ruthbridge) has wrongly pursued him for a debt which he says he does not owe. He says he has been the victim of stolen identity and would like Ruthbridge to stop contacting him about the debt. Ruthbridge had taken over the debt from a third party... (1 page)View decision -
Decision Reference DRN3613275
1 Dec 2016 Lowell Portfolio I Ltd Not upheldBanking and creditMr B complains that Lowell Portfolio I Ltd (“Lowell”) is seeking to recover a debt from him which he says is statute barred and so irrecoverable.backgroundLowell says that in December 2012, it bought a debt which Mr B owed to a company I will call Company M. It says ... (2 pages)View decision -
Decision Reference DRN-2810357
28 Jun 2021 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2810357 The complaint Miss M believes that Marks & Spencer Financial Services plc (trading as M&S Bank) have wrongly classified her credit card account as being in persistent debt. She says that they’re unfairly coercing her into either setting up a repayment plan or applying f... (4 pages)View decision
