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 77095 results
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Decision Reference DRN9978992
23 May 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 (Legal & General). backgroundMr and Mrs C approached an appointed representative Legal & General in 2008 with a view to consolidating thei... (2 pages)View decision -
Decision Reference DRN9499393
15 Sep 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr F is complaining that Capital One (Europe) plc (‘Capital One’) mis-sold him a payment protection insurance (‘PPI’) policy. He’s unhappy that it’s used the compensation to reduce a debt he says he doesn’t have. background Mr F took out a PPI policy alongside a credit c... (2 pages)View decision -
Decision Reference DRN-3301737
20 Feb 2022 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-3301737 The complaint Mrs D complains that Creation Financial Services Limited incorrectly told her that her debt had been cleared. What happened Mrs D says she spoke to Creation on 4 May 2020 about support for her credit card debt. She says she applied for and was given a three-month ... (2 pages)View decision -
Decision Reference DRN8175108
12 Mar 2015 Black Horse Limited UpheldBanking and creditMr C has complained about Black Horse Limited’s handling of a debt he owed it, and an associated critical illness payment.background Mr C entered into a loan agreement with Black Horse. The account fell into arrears, and Black Horse passed the debt on to a third party. Mr C also held an... (2 pages)View decision -
Decision Reference DRN7498099
20 Feb 2017 Kapama Limited UpheldBanking and creditMiss M is unhappy about the amount of money Kapama Limited (Kapama) is asking her to pay. backgroundMiss M took out a loan for £100. The debt was purchased by Kapama who had instructed a debt collector to collect the loan. The debt had increased to £815. Miss M didn... (2 pages)View decision -
Decision Reference DRN5295945
21 Mar 2019 Santander UK Plc Not upheldBanking and creditMiss D is unhappy that Santander UK Plc (“Santander”) have passed her debt onto a third party debt collection agency (“the third-party agency”) to manage. backgroundMiss D holds a credit card with Santander. She fell into arrears and entered into a payment arrangement i... (2 pages)View decision -
Decision Reference DRN6589429
14 Jan 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr F complained to this service about the sale of a payment protection insurance (PPI) policy in connection with a credit card. The card and the PPI were both sold by HSBC Bank Plc. HSBC initially rejected Mr F’s complaint, but after the involvement of this service, it then made an of... (2 pages)View decision -
Decision Reference DRN-5665539
22 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5665539 The complaint Mr C complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) called his wife’s phone about his debt leading to her finding out about his financial position. What happened Mr C has three mail order debts that were... (3 pages)View decision -
Decision Reference DRN-1808360
8 Jul 2020 Redhawk Legal Ltd Not upheldClaims ManagementThe complaint Mrs C is unhappy that Redhawk Legal Ltd (Redhawk) has failed to explain the fees she's been charged, and it has employed a debt collector to collect the fees. What happened In 2017, Mrs C asked Redhawk to make claims for mis-sold PPI on her behalf. She said she receiv... (2 pages)View decision -
Decision Reference DRN7311072
30 Mar 2016 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mr E is complaining that Lloyds Bank PLC (‘Lloyds’) mis-sold him a payment protection insurance (‘PPI’) policy. He’s unhappy with the amount it’s offered him in compensation.backgroundMr E took out a loan for £5,000 through Lloyds in 1999. He took out a single premium ... (3 pages)View decision