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 DRN7038386
9 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs P complain they were given unsuitable mortgage advice by an appointed representative of Legal & General Partnership Services Limited in 2006 and again in 2008.backgroundIn 2006, Mr and Mrs P took advice from L&G, following which they re-mortgaged to another lender, conso... (2 pages)View decision -
Decision Reference DRN8357268
19 Dec 2019 NRAM Limited Not upheldBanking and creditMr and Mrs W complained about NRAM Limited. Their property was possessed in April 2007 and later sold. They say NRAM didn’t tell them that there wasn’t enough money to pay off their mortgage until October 2018. Mr and Mrs W believe this means they aren’t liable for the debt, and they want... (3 pages)View decision -
Decision Reference DRN1210970
24 May 2018 Acenden Limited Not upheldBanking and creditMr and Mrs A complain about charges which they say were wrongly applied to their secured loan account. The lender has appointed Acenden Limited to administer the loan and authorised it to respond on its behalf. Mr and Mrs A ask that the charges are refunded so that... (4 pages)View decision -
Decision Reference DRN3615237
4 Aug 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Miss M is complaining about the way Capital One (Europe) plc has administered her credit card account.backgroundMiss M opened a credit card account with Capital One, then known as Capital One Bank (Europe) plc, in 2003. She also took out a payment protection insurance... (3 pages)View decision -
Decision Reference DRN5161388
12 Mar 2020 Paragon Finance Plc Not upheldBanking and creditMr P complains that Paragon Finance Plc (trading as ‘Idem Servicing’) wrongly reported to Credit Reference Agencies that he’d missed payments on his account. backgroundParagon purchased Mr P’s credit card debt from a third party in March 2012. At this time Mr P was in a debt management pla... (3 pages)View decision -
Decision Reference DRN2793117
30 Sep 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that they were mis-sold mortgages by an authorised representative of Legal & General Partnership Services Ltd (“L&G”).backgroundMr and Mrs M re-mortgaged following a recommendation from L&G in 2006, and did so again in 2009. It is common ground that t... (4 pages)View decision -
Decision Reference DRN9420364
1 Feb 2019 Santander UK Plc UpheldBanking and creditMiss B complains that Santander UK plc unfairly applied charges to her account even though she told it that a direct debit had been incorrectly taken from her account. Her account was then overdrawn and Santander charged her even more.backgroundMiss B had an everyday c... (3 pages)View decision -
Decision Reference DRN2080715
28 Feb 2018 Mortgage Express Not upheldBanking and creditMr M and Ms S complained about Mortgage Express. They raised several issues including:-They were unhappy with what had happened when their property was possessed in 2008;- Mr M complained that Mortgage Express was only pursuing him for the shortfall balance outstanding, ... (2 pages)View decision -
Decision Reference DRN4760448
3 Jun 2016 Fairways Financial Services Limited Not upheldBanking and creditMr A and Mr H complain of unsuitable mortgage advice from Fairways Financial Services Limited (Fairways).backgroundMr A and Mr H’s repayment mortgage had a monthly payment of £1,350.00. They were also paying about £500.00 per month towards their credit card debts, abo... (1 page)View decision -
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