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 70370 results
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Decision Reference DRN8731559
11 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr W doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use his payment protection insurance (PPI) compensation to reduce the debt from which he was discharged when his protected trust deed came to an end in 2007.backgroundIn November 2019 I issued my provisional decision.... (5 pages)View decision -
Decision Reference DRN2871997
26 Jul 2016 Legal & General Partnership Services Limited UpheldBanking and creditMr B complains that Legal & General Partnership Services Limited mis-sold a mortgage to him. Mr B is represented by a claims management company, which I will call M.backgroundMr B had an interest only mortgage of about £66,000. He also had an unsecured loan an... (5 pages)View decision -
Decision Reference DRN-2804990
10 May 2021 American Express Services Europe Limited UpheldConsumer CreditDRN-2804990 The complaint Mr G is unhappy that American Express Services Europe Limited (“Amex”) recorded a default on his credit file. What happened In February 2019, Mr G began to fall behind with payments on his Amex credit card. In May 2019, Amex passed Mr G’s account to a debt collect... (3 pages)View decision -
Decision Reference DRN4069821
28 Jan 2020 Everyday Lending Limited UpheldBanking and creditComplaint Mr S complains that Everyday Lending Limited (ELL) continued to apply interest to his loan when he was on a debt management plan (DMP) meaning his debt wasn’t being reduced.BackgroundMr S took out a loan with ELL in May 2015 over a term of 60 months.In September 2017 Mr S found h... (3 pages)View decision -
Decision Reference DRN3995189
23 Jul 2013 The Co-operative Bank Plc UpheldBanking and creditMr and Mrs F complain that, following the re-possession of their house, the Co-operative Bank plc (at that time Britannia) failed to properly manage the sale of the house and was negligent in its management of the property. They complain that these failures have caused them significant... (3 pages)View decision -
Decision Reference DRN7242250
16 Jul 2014 National Westminster Bank Plc Not upheldBanking and creditMr D complains that National Westminster Bank Plc (“NatWest”) has not administered his accounts properly when he has been away overseas for periods of time, failing to put in place an agreed debt consolidation and sending default and closure notices when it knew he was away. backgroun... (3 pages)View decision -
Decision Reference DRN8963906
27 May 2015 Money & More Limited UpheldBanking and creditMr and Mrs F complain that Money & More Limited did not advise them properly when discussing a debt management plan (DMP) and did not operate the plan properly.backgroundIn June 2012 Mr and Mrs F took on Money & More to set up and run a DMP. But they sa... (3 pages)View decision -
Decision Reference DRN9479676
3 Mar 2015 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Miss J’s complaint concerns a loan, credit card and overdraft facility all held with Lloyds Bank PLC. She is unhappy that Lloyds’ staff did not tell her in November 2000 that she could claim under a payment protection insurance (PPI) policy – attached to her loan – when she informed i... (2 pages)View decision -
Decision Reference DRN6995202
17 Apr 2018 NewDay Ltd UpheldBanking and creditMiss R complains that NewDay Ltd harassed her for outstanding payments. backgroundMiss R had four debts with NewDay and with the help of a debt management agency she had entered into repayment arrangements. She changed to another debt management agency and it offered ... (2 pages)View decision -
Decision Reference DRN2396949
18 Apr 2018 Avantcredit Of Uk, Llc Not upheldBanking and creditMiss B complains that AvantCredit of UK, LLC engaged in unaffordable lending to her.backgroundMiss B says AC didn’t ask her for a full breakdown of her expenditure. She says in the three months before the loan was issued she’d opened three new credit accounts, i... (2 pages)View decision
