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 70252 results
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Decision Reference DRN0807208
24 Jul 2017 Capital One (Europe) plc Not upheldBanking and creditMr R is unhappy with the level of charges added to his credit card by Capital One (Europe) plc.backgroundMr R had a credit card with Capital One. His limit was £200. But, over a period of time, Capital One applied £180 of charges for late and missed payments. Mr R ... (2 pages)View decision -
Decision Reference DRN-3745947
9 Mar 2023 Bright Star Financial Limited Not upheldMortgagesDRN-3745947 The complaint Mr and Mrs M’s complaint is about a third charge mortgage they were advised to take in 2019 by Bright Star Financial Limited (BSF). They believe that they should not have been sold the loan because it wasn’t affordable; they had a significant amount of unsecured d... (3 pages)View decision -
Decision Reference DRN3066552
20 Oct 2016 HSBC Bank plc Not upheldInvestment and pensionsMr R’s complaint concerns an offer by HSBC Bank Plc to compensate him for the mis-sale of an investment in 2011. backgroundHSBS reviewed the advice it had provided to Mr R (and his wife, who’s made a separate complaint). It concluded that his circumstances were su... (2 pages)View decision -
Decision Reference DRN9154806
19 Aug 2016 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Ms H says The Royal Bank of Scotland Plc (‘RBS’) mis-sold her a payment protection insurance (PPI) policy.backgroundMs H took out an RBS (Mint) credit card in 2001. At the same time, she bought a PPI policy. In 2014, Ms H complained to RBS about the sale of the PP... (2 pages)View decision -
Decision Reference DRN5643893
5 Nov 2018 Esure Services Limited Not upheldInsurance (excluding PPI)Mr F is unhappy that Esure Services Limited (“esure”) pursued him for a debt he didn’t owe.backgroundIn May 2018, esure incorrectly referred Mr F’s account to a third-party debt collection agency on the basis that he owed Esure £448.49. In reality, Mr F didn’t owe e... (2 pages)View decision -
Decision Reference DRN8720800
4 Feb 2016 Erudio Student Loans Limited UpheldBanking and creditMr R complains that Erudio Student Loans Limited pursued him for a debt that was time barred.backgroundMr R had a student loan which Erudio bought from the original lender. Erudio wrote to him requesting payment, despite the fact that the debt was time barred. Mr R say... (2 pages)View decision -
Decision Reference DRN-2884908
30 Jul 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2884908 The complaint Mr A complains that he bought an item using interest free credit, through PayPal Europe Sarl & Cie, SCA. But he said that the payment he made hadn’t been used to pay off the item he bought. What happened Mr A said he bought a fan. He bought this through an off... (2 pages)View decision -
Decision Reference DRN-1693330
14 Apr 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1693330 The complaintMr S complains Barclays Bank UK Plc transferred a previously settled credit card debt to a debt collection agency. BackgroundIn January 2020 Mr S received a letter from Barclays explaining it had transferred debt on his credit card to a debt collection agency. The ... (2 pages)View decision -
Decision Reference DRN-2811859
26 May 2021 OVO (S) HOME SERVICES LIMITED UpheldInsuranceDRN-2811859 The complaint Mr B is unhappy with the way OVO (S) Home Services Limited, trading as SSE, handled his request to cancel his home emergency insurance. What happened In May 2020 Mr B phoned SSE to discuss cancelling his home emergency policy. Mr B said he asked the adviser he spo... (2 pages)View decision -
Decision Reference DRN8697773
18 Apr 2016 Legal & General Partnership Services Limited Not upheldBanking and creditThis complaint is about a mortgage arranged for Mr and Mrs H by an adviser connected with Legal & General Partnership Services Limited (“L&G”). Mr and Mrs H feel they weren’t given good advice when they remortgaged and they’ve lost out financially as a result... (2 pages)View decision
