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 69710 results
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Decision Reference DRN2959847
21 Oct 2013 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr N complains that Harrington Brooks (Accountants) Limited has not administered his debt management plan properly.background Mr N began a debt management plan (DMP) with Advanced Debt Solutions (now Harrington Brooks) in October 2007, paying £320 per month. In late 2011 he asked Harring... (2 pages)View decision -
Decision Reference DRN8236911
3 Feb 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr B complained he was mis-sold payment protection insurance (PPI) on a credit card with Capital One (Europe) plc (Capital One) in 2001.backgroundCapital One agreed that Mr B had been mis-sold PPI and it made him an offer in September 2015.Mr B had been under an indiv... (3 pages)View decision -
Decision Reference DRN-2488662
10 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2488662 The complaint Mr B is unhappy with how National Westminster Bank Plc (“NatWest”) are dealing with his debts. What happened Mr B has an overdraft and loan with NatWest, both of which are in arrears. This service has previously dealt with a complaint about the affordability of ea... (3 pages)View decision -
Decision Reference DRN7872182
25 Sep 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs H complain that The Royal Bank of Scotland Plc (“RBS”) acted unfairly and unreasonably by declining their mortgage application and then charging an early repayment charge (“ERC”) when they moved to another lender. They want the ERC refunded and confirmation that a particular deb... (2 pages)View decision -
Decision Reference DRN8053686
15 May 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMs R complains that Lowell Portfolio I Ltd is wrongfully chasing her to repay a debt. backgroundIn 2013 Lowell bought a debt from a third party lender. It wrote to Ms R, to tell her the debt had changed owners, and asked her to repay over £300. Ms R considers ... (2 pages)View decision -
Decision Reference DRN0654106
8 Mar 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland Plc disclosed his details to third parties without his knowledge and permission. He is also unhappy his debt was sold when he already had an arrangement to pay elsewhere.backgroundMr M had a credit card with RBS, which ... (3 pages)View decision -
Decision Reference DRN5184624
28 Oct 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs D’s representative, a claims management company, complains that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs D had a mortgage, which they re-financed on a recommendation from... (2 pages)View decision -
Decision Reference DRN-2705576
2 Jun 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2705576 The complaint Mr R complains that Barclays Bank UK PLC, trading as Barclaycard, sold his debt to a debt collection agency. He says phone calls from the debt collection agency have affected his mental health. He wants Barclaycard to take back possession of the debt or write it o... (2 pages)View decision -
Decision Reference DRN0926901
5 Aug 2016 Foundation for Credit Counselling Not upheldBanking and creditMrs H complains about the advice that she received from Foundation for Credit Counselling, trading as Stepchange, about her debt relief order. She is being helped with her complaint by a representative.backgroundMrs H contacted Stepchange in 2014 for help in dealing with... (2 pages)View decision -
Decision Reference DRN-1869494
29 May 2020 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-1869494The complaintMr B is complaining that The Royal Bank of Scotland Plc (“RBS”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt. What happenedIn November 2019, RBS ... (3 pages)View decision
