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 71523 results
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Decision Reference DRN5657004
22 Sep 2016 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC did not treat him fairly when dealing with his debt.background Mr C had credit card and current accounts with Lloyds. He says that, when he was unable to pay the debts on the accounts, Lloyds did not make a proper effort to... (2 pages)View decision -
Decision Reference DRN3610710
31 Mar 2016 National Westminster Bank Plc UpheldBanking and creditMr J complains that National Westminster Bank Plc is unfairly asking him to repay a loan, because it hasn’t been in contact with him about for more than six years. backgroundI issued a provisional decision on this complaint in December. A copy is attached. NatWest ha... (5 pages)View decision -
Decision Reference DRN-3540522
13 Jun 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3540522 The complaint Mr W is unhappy with the way Union Reiseversicherung AG (‘URV’) has handled a claim made on his travel insurance policy. Any references to URV include its claim handlers and costs containment agents. And although Mr W is being represented in this complaint, I’ve r... (10 pages)View decision -
Decision Reference DRN9426572
13 Oct 2015 NewDay Ltd UpheldBanking and creditMr M complains NewDay Ltd has been asking others to try and recover a debt he believes he’d already paid off.backgroundMr M says he took out a store card in the 1990s and made regular payments towards it. He says that the direct debit used to pay the card was mist... (2 pages)View decision -
Decision Reference DRN5193181
20 Dec 2016 Debt Advisory Line Limited Not upheldBanking and creditMr and Mrs L complain that Debt Advisory Line Limited (DAL) sold them a debt management plan which was not suitable for them. They also complain that they were not told they could receive free debt advice elsewhere.Mr and Mrs L bring their complaint through their repre... (2 pages)View decision -
Decision Reference DRN7859661
4 Jul 2016 Legal & General Partnership Services Limited Not upheldBanking and creditThis complaint is about a mortgage arranged for Mr F and Ms S by an adviser connected with Legal & General Partnership Services Limited (“L&G”). Mr F and Ms S complain that they were given unsuitable mortgage advice when L&G recommended them to move to an ... (3 pages)View decision -
Decision Reference DRN-5434953
28 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5434953 The complaint In summary, Mr D complains that Zopa Bank Limited, shouldn’t have provided him with a loan in 2017 that was unaffordable for him. In bringing his complaint, Mr D is represented by a business that I will refer to as S. What happened In January 2017 Zopa provide... (5 pages)View decision -
Decision Reference DRN-5421295
24 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5421295 The complaint Mr W complains Capquest Debt Recovery Limited have asked him to repay a debt which isn’t his. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and they for... (3 pages)View decision -
Decision Reference DRN4523463
19 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Ms S doesn’t think it’s fair that The Royal Bank of Scotland Plc (RBS) has used the compensation it offered her for the mis-sale of payment protection insurance (PPI) on six loans to reduce the debt which it says remained unpaid by her. Ms S doesn’t think she had unpaid debt of the amount ... (5 pages)View decision -
Decision Reference DRN4482141
29 Oct 2014 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr A’s complaint is that Capital One (Europe) plc (“Capital One”) mis-sold him a payment protection insurance (“PPI”) policy when he took out a credit card in 2008. backgroundCapital One has upheld Mr A’s complaint and offered a settlement it said followed our guidelines. Mr A is unhap... (2 pages)View decision
