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 71335 results
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Decision Reference DRN3461193
17 Nov 2015 CitiFinancial Europe Plc Not upheldBanking and creditMr and Mrs D complain that CitiFinancial Europe Plc (“CitiFinancial”) should not have offset their payment protection insurance (“PPI”) refund against their loan arrears. They also complain that CitiFinancial has been very slow to give them information they have asked... (2 pages)View decision -
Decision Reference DRN4977741
21 Oct 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs G complain that Legal & General Partnership Services Limited (“Legal & General”) advised them to consolidate their car loan into their re-mortgage which was unsuitable.backgroundMr and Mrs G took advice from Legal & General about their mortgage. A... (2 pages)View decision -
Decision Reference DRN1202759
5 Sep 2013 MBNA Limited Not upheldBanking and creditMr D complains that MBNA Limited did not honour the terms of a repayment arrangement that he had agreed with it. He said the bank instead wrongly sold his debt to a collections agency which then contacted him from overseas to chase payment, but would not confirm a verbal settlement ag... (2 pages)View decision -
Decision Reference DRN2870394
15 Nov 2017 Nationwide Building Society Not upheldBanking and creditMs R complains that Nationwide Building Society (“Nationwide”) is seeking to recover a debt from her which she says is statute barred and so irrecoverable. Ms R is assisted in bringing her complaint by her legal representatives.backgroundIn 1999 Ms R took a loan with ... (2 pages)View decision -
Decision Reference DRN-4486595
11 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4486595 The complaint Mrs T complains that Bank of Scotland plc, trading as Halifax, lent to her irresponsibly. What happened In 2019 Halifax provided Mrs T with a credit card account with a limit of £4,300. Following sustained difficulties for her in managing the account, Halifax ulti... (2 pages)View decision -
Decision Reference DRN5539105
1 Aug 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs S took advice on a re-mortgage from L&G. They switched lender and took out a ten year fixed rate. They also... (3 pages)View decision -
Decision Reference DRN9665984
23 Oct 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr F’s complaint is that Capital One (Europe) plc has used compensation due to him to reduce the debt it says Mr F owes on a credit card.backgroundIn 2006 Mr F got into financial difficulties and entered an Individual Voluntary Arrangement (IVA). The IVA was comple... (2 pages)View decision -
Decision Reference DRN9283944
30 Jan 2017 TSB Bank plc Not upheldBanking and creditMiss E complains that TSB Bank plc recorded default on her credit file.backgroundIn May 2014 after TSB and Lloyds split Miss E elected to move her account away from TSB. Miss E has made a separate complaint about the transfer of her account and I am only addressin... (2 pages)View decision -
Decision Reference DRN2164229
6 Jun 2017 Capquest Investments Limited UpheldBanking and creditMr M complains that Capquest Investments Limited (“Capquest”) has not kept him properly updated in relation to changes in their agents, and of the updated balance on his account. He is further concerned that he has been given conflicting information about the remaining ... (2 pages)View decision -
Decision Reference DRN-2003717
9 Sep 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2003717 The complaint Miss K complains about a credit card she held with HSBC UK Bank Plc. What happened Miss K has had a credit card account with HSBC for many years. Miss K has complained to this service about several issues she’s had with the card. I’ve summarised these below: the ... (3 pages)View decision
