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 70772 results
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Decision Reference DRN7667723
15 Feb 2017 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc sold him a mortgage that he couldn’t afford. He asks for compensation. backgroundIn early 2011 Mr M took out a mortgage for £111,000 with a 14 year term. The mortgage was recommended by a mortgage broker. Mr M used the money to rep... (2 pages)View decision -
Decision Reference DRN-4023367
21 Mar 2023 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4023367 The complaint Mr B complains that Link Financial Outsourcing Limited are contacting him to repay a debt when he had an arrangement in place with the original lender. What happened Mr B had a credit card account with a third-party lender. Unfortunately, Mr B was in an accident w... (2 pages)View decision -
Decision Reference DRN5279508
15 Dec 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms F isn’t happy with how Capital One (Europe) plc (‘Capital One’) offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMs F had a credit card with Capital One. Attached to the credit card was a ... (3 pages)View decision -
Decision Reference DRN2748608
19 Aug 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMr and Mrs H complain that Debt Connect (UK) Limited has mismanaged their debt management plan.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She concluded that Debt Connect had not passed on Mr and Mrs H’s money to their creditors. The adju... (2 pages)View decision -
Decision Reference DRN5352290
18 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMiss H and Miss J complain that National Westminster Bank Plc (NatWest) is pursuing them about a secured loan which it says was arranged about 30 years ago in their late parents’ names, but which it is unable to explain or prove. Miss H and Miss J said the lending was irresponsible in ... (2 pages)View decision -
Decision Reference DRN5138643
30 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMrs K complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do.backgroundMrs K says that she entered into a debt reduction agreement with ... (2 pages)View decision -
Decision Reference DRN-3136974
30 Nov 2021 MBNA Limited UpheldBanking and PaymentsDRN-3136974 The complaint Mr C complains that MBNA Limited (MBNA) lent to him irresponsibly. What happened In August 2016, Mr C applied for a credit card from MBNA. It was approved with a limit of £6,700. Then further increases were requested by Mr C, and approved by MBNA: Date Limit Augus... (4 pages)View decision -
Decision Reference DRN0946896
10 Oct 2019 Santander UK Plc Not upheldBanking and creditMiss T complains Santander UK Plc has treated her unfairly while she’s been unwell. The bank’s approach has impacted on her health.backgroundMiss T had an arrangement to pay Santander £1 each month towards her loan and credit card accounts. It’d been in place for a number of years. Miss S ... (3 pages)View decision -
Decision Reference DRN8312738
5 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs Y complain that Legal & General Partnership Services Limited advised them to use their mortgage to consolidate unsecured debts of £11,000.backgroundMr and Mrs Y bring this complaint through their solicitor.In 2007 Mr and Mrs Y consulted Legal & Gene... (2 pages)View decision -
Decision Reference DRN1008296
10 Dec 2014 Capquest Debt Recovery Limited Not upheldBanking and creditMr T complains that Capquest Debt Recovery Limited (‘Capquest’) is trying to recover a debt from him which he does not remember. In summary, he says that he has paid off his debts and he would like this account taken off his record and any adverse information removed from his credit fi... (2 pages)View decision
