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 77331 results
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Decision Reference DRN5964438
9 Aug 2013 Canada Square Operations plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance policy (‘PPI’) sold in conjunction with a loan by Canada Square Operations plc (trading at the time as Egg). It has upheld Miss B’s complaint about the mis-sale of the policy but she is unhappy it used the redress for this to reduc... (2 pages)View decision -
Decision Reference DRN3769195
4 Aug 2015 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr R complained he was mis-sold payment protection insurance (PPI) with a loan with Capital One (Europe) plc (Capital One).backgroundMr R took out a loan with Capital One in 2005 (first loan), he refinanced this loan with a new loan in 2006 (second loan) and borrowed... (2 pages)View decision -
Decision Reference DRN-5669611
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669611 The complaint Miss D is unhappy with Santander UK Plc. Miss D said Santander hadn’t fully made appropriate services available to her. She said she tried to contact Santander about repaying her debt but couldn’t due to the long phone wait times. Miss D said she had been subje... (4 pages)View decision -
Decision Reference DRN-2201653
8 Jan 2021 Prac Financial Limited Not upheldConsumer CreditDRN-2201653 The complaint Mrs L says PRAC Financial Limited has treated her unfairly in the way it is pursuing her for a debt. What happened Mrs L took out a fixed sum loan agreement in January 2014 from a lender. The lender registered a default on Mrs L’s credit file in December 2014. In ... (3 pages)View decision -
Decision Reference DRN2702124
27 Apr 2020 Bank of Scotland Plc Not upheldBanking and creditMr C is unhappy that he has been contacted by debt collection agents (which I will refer to as M) who are asking him to pay approximately £31,000 for a mortgage shortfall debt owed to Bank of Scotland plc (trading as Halifax). Mr C has been helped in bringing his complaint by Ms B. For ea... (3 pages)View decision -
Decision Reference DRN-5731667
10 Sep 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5731667 The complaint Mr Q complains Capquest Debt Recovery Limited sent him a letter saying they owned a debt in his name which was unsolicited. Mr Q’s unhappy Capquest didn’t provide the credit agreement and other documents when first contacting him. What happened From the informa... (3 pages)View decision -
Decision Reference DRN8004868
6 Dec 2013 Wescot Credit Services Limited Not upheldBanking and creditMr W complains that Westcot Credit Services Limited obtained a county court judgment against him for a debt that was statute barred. He also complains that Westcot failed to take reasonable steps to trace him, meaning he was unaware of the court action and was unable to defend it. back... (2 pages)View decision -
Decision Reference DRN5847624
13 Sep 2018 Lowell Financial Ltd Not upheldBanking and creditMr L complains that Lowell Financial Ltd placed a default marker on his credit file.backgroundMr L had an account with a bank I will call N. He had an outstanding balance which he didn’t pay. He says he wasn’t aware of this debt and so it remained unpaid. N regi... (2 pages)View decision -
Decision Reference DRN9246523
30 Dec 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMs A complains that Cabot Credit Management Group Limited (trading as Cabot Financial (Europe) Limited is wrongly pursuing her for a debt and hasn’t acted fairly.backgroundMs A complained when she was contacted by Cabot about a past debt. She said that she thought this was a scam and that ... (2 pages)View decision -
Decision Reference DRN7779245
19 Aug 2019 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc didn’t contact him about a debt for three years and then passed it to a third party to collect. Mr H says he thought the debt had been written off by Santander. backgroundMr H had a credit card with Santander which fell into arrears. The last payment Mr... (2 pages)View decision