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 70898 results
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Decision Reference DRN-3540522
13 Jun 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3540522 The complaint Mr W is unhappy with the way Union Reiseversicherung AG (‘URV’) has handled a claim made on his travel insurance policy. Any references to URV include its claim handlers and costs containment agents. And although Mr W is being represented in this complaint, I’ve r... (10 pages)View decision -
Decision Reference DRN5092581
8 May 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Miss B’s complaint is about the sale of three single premium payment protection insurance (PPI) policies sold in conjunction with three loans.National Westminster Bank Plc (Nat West) has upheld Miss B’s complaint and made her offers it says are calculated in accordance with this service’s ... (4 pages)View decision -
Decision Reference DRN0971421
5 Sep 2014 Canada Square Operations Limited UpheldBanking and creditMiss W complains that Canada Square Operations Limited did not allocate payments correctly to her loan account and that the balance is £411.75 higher than it should be.backgroundMiss W took a loan from the business, now known as Canada Square, in 2004. She defaulted on the loan in Januar... (1 page)View decision -
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 DRN7194240
18 Dec 2014 Lowell Financial Ltd UpheldBanking and creditMr T complains that Lowell Financial Ltd contacted him about a debt that it had been established he was not responsible for and has placed negative information on his credit file.backgroundIn August 2010, Mr T received a letter from Lowell saying it had bought a debt that he owed to a ... (2 pages)View decision -
Decision Reference DRN9162589
9 Jun 2015 Teachers' Building Society Not upheldBanking and creditMr and Mrs S complain that Teachers’ Building Society (TBS) is unfairly refusing to transfer their existing mortgage to a new property they want to buy. They say that this is a combination of discrimination because of their age and a refusal to accept that Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN4299965
29 May 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundActing on the recommendation of L&G’s adviser, Mr and Mrs B re-mortgaged. They changed their repayment mo... (3 pages)View decision -
Decision Reference DRN-5226434
5 Mar 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5226434 The complaint Mr G complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance irresponsibly lent him a personal loan. He says it failed to conduct a thorough affordability check before agreeing to lend. What happened Mr G took out the following loans with... (2 pages)View decision -
Decision Reference DRN5008054
29 Sep 2020 Bank of Scotland Plc Not upheldBanking and creditMr D’s complaint is about the sale of his home following it being repossessed by Bank of Scotland plc (BoS). He believes it was sold for less than it was worth and disagrees that it was suffering from subsidence. In addition, Mr D is unhappy that BoS is pursuing him for the shortfall (the ... (3 pages)View decision -
Decision Reference DRN9426572
13 Oct 2015 NewDay Ltd UpheldBanking and creditMr M complains NewDay Ltd has been asking others to try and recover a debt he believes he’d already paid off.backgroundMr M says he took out a store card in the 1990s and made regular payments towards it. He says that the direct debit used to pay the card was mist... (2 pages)View decision
