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 DRN9384607
18 Sep 2014 Santander Cards UK Limited Not upheldBanking and creditMs N complains about the way Santander Cards UK Limited treated her when she was in financial difficulty and suffering from mental health problems. Her daughter brings the complaint for her.our initial conclusionsOur adjudicator didn’t recommend that the complaint should be upheld. ... (2 pages)View decision -
Decision Reference DRN7694354
30 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr G complains that Harrington Brooks (Accountants) Limited sold him a debt management plan which wasn’t appropriate for him and it didn’t manage the plan properly. He says he would have been better off going bankrupt.He brings this complaint through his representa... (2 pages)View decision -
Decision Reference DRN7579207
9 Dec 2014 TenetConnect Services Limited Not upheldBanking and creditMr and Mrs K complain – through their representative –that TenetConnect Services Limited (‘TCS’) mis-sold their mortgage.background In 2006 Mr and Mrs K (then aged 55 and 52 respectively) consulted an authorised representative of TCS about remortgaging their property, which was a leasehold... (2 pages)View decision -
Decision Reference DRN2467849
1 May 2014 Direct Auto Finance Limited UpheldPayment protection insurance (PPI)Mr B’s complaint is that Direct Auto Finance Limited (DAFL) has used the compensation from a mis-sold payment protection insurance (PPI) policy to reduce his outstanding debt. Mr B has asked that the compensation be paid directly to him. backgroundIn 2005 Mr B took out a loan and at t... (2 pages)View decision -
Decision Reference DRN1343075
5 Sep 2014 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs L complain through their representative that The Mortgage Matters Partnership (‘MMP’) mis-sold their mortgage.backgroundIn March 2006 Mr and Mrs L (who were then aged 65 and 58 respectively) consulted MMP (who had made contact with them) about obtaining a remortgage. They h... (2 pages)View decision -
Decision Reference DRN-4764983
1 Oct 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4764983 The complaint Mr S’s complaint is about a mortgage he used to have with Lloyds Bank PLC. The property was repossessed and sold by Lloyds in 2019. Mr S is unhappy about the following matters: a shortfall debt was showing on his credit file in relation to the repossession; ... (4 pages)View decision -
Decision Reference DRN-4107236
5 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4107236 The complaint Mr S complains that Santander UK Plc failed to refund several transactions from his account that he didn’t authorise resulting in a debt that has impacted his credit rating. What happened Mr S had a gambling account with a merchant I’ll refer to as V and had made ... (4 pages)View decision -
Decision Reference DRN0232013
8 Jul 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr P’s complaint is that Capital One (Europe) plc has used compensation from a mis-sold payment protection insurance (PPI) policy to reduce a debt it says he owes.backgroundMr P opened a credit card account with Capital One in October 2004. At the same time he was s... (7 pages)View decision -
Decision Reference DRN1556519
30 Sep 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs L make a number of complaints against National Westminster Bank Plc (“the bank”) in respect of its conduct concerning a repayment plan and collections activities. backgroundMr and Mrs L had a repayment plan with the bank. This was a 12-month agreement, and on its expiry the ba... (3 pages)View decision -
Decision Reference DRN1851914
19 Aug 2015 J D Williams & Company Limited UpheldBanking and creditMiss P has complained that J D Williams & Company Limited, trading as ‘Simply Be’, unfairly charged her interest and fees on a debt she owed it.backgroundMiss P entered into a debt management plan through a third party. She has explained that although Simply Be k... (2 pages)View decision
