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 DRN3856973
27 Sep 2016 Moneyplus Group Limited Not upheldBanking and creditMs O complains that Moneyplus Group Limited (“Moneyplus”) didn’t make her fully aware of how its debt management plan operated, the effect it would have on her debts and credit rating, and the alternatives that were available to her. She is represented in bringing ... (2 pages)View decision -
Decision Reference DRN8667055
26 Apr 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr W is complaining that Capital One (Europe) plc (‘Capital One’) mis-sold him a payment protection insurance (‘PPI’) policy.backgroundMr W took out a PPI policy alongside a credit card in 1998. In 2000 Mr W missed four monthly repayments on his credit card. So, under ... (3 pages)View decision -
Decision Reference DRN-5433527
28 Mar 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433527 The complaint Mr R complains that Tandem Home Loans Ltd trading as Oplo HL Ltd gave him two secured loans that were unaffordable. What happened In March 2021, Mr R took out a secured loan (loan 1) with Oplo for £25,000 repayable over ten years. The loan had a fixed interest ... (7 pages)View decision -
Decision Reference DRN2756555
4 Feb 2020 West Bromwich Building Society Not upheldBanking and creditMr and Mrs B complain that West Bromwich Building Society declined their application to switch their repayment mortgage to interest only.At the time of applying, Mr and Mrs B said they were planning on reducing their working hours so wanted to lower their monthly payments. They said they d... (4 pages)View decision -
Decision Reference DRN-5583279
9 Jun 2025 Santander UK Plc UpheldConsumer CreditDRN-5583279 The complaint Miss M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss M was provided wit... (3 pages)View decision -
Decision Reference DRN9515129
6 May 2014 Firstplus Financial Group Plc Not upheldBanking and creditMr and Mrs F complain that their secured loan with Firstplus Financial Group Plc (Firstplus) was unsuitable to their circumstances because it extended beyond state retirement age.backgroundMr and Mrs F took out a secured loan for £60,000 over a term of 168 months with Firstplus through... (2 pages)View decision -
Decision Reference DRN8449676
17 Jul 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains about the advice given by The Royal Bank of Scotland Plc (“RBS”) concerning the repayment of his debt and closure of his current account.backgroundMr M has a current account provided by RBS. The account has an agreed overdraft facility of £1,000. Over... (2 pages)View decision -
Decision Reference DRN-4566412
19 Jan 2024 GSI Wealth Management Limited Not upheldPensions and AnnuitiesDRN-4566412 The complaint Mr C complains that GSI Wealth Management Limited (‘GSI’) gave him unsuitable pension transfer advice in 2009. After which he chose to transfer deferred benefits in a defined benefit (DB) pension scheme to a personal pension. He says he has lost his guaranteed ben... (8 pages)View decision -
Decision Reference DRN3515533
12 Dec 2013 Blair, Oliver And Scott Limited Not upheldBanking and creditMr O complains that Blair, Oliver And Scott Limited is pursuing him for a debt owed by a third party.our initial conclusionsOur adjudicator did not uphold the complaint. She concluded that the loan was taken out jointly by Mr O and the third party therefore Mr O was jointly an... (2 pages)View decision -
Decision Reference DRN4118900
19 Nov 2013 National Westminster Bank Plc Not upheldBanking and creditMrs G complains that National Westminster Bank Plc will not remove her name from a joint account if she pays half of the debt owing. She also says the bank cannot provide a copy of the account opening papers and that she does not recall signing them. The bank has said that Mrs G cannot... (2 pages)View decision