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 71923 results
-
Decision Reference DRN9099303
6 Mar 2018 National Westminster Bank Plc Not upheldBanking and creditMiss H has complained that National Westminster Bank Plc sold her debt on to a third party after it had agreed it wouldn’t. background Miss H has been on an agreed repayment plan with NatWest for a number of years. In 2015 Miss H was told by NatWest that her account ... (2 pages)View decision -
Decision Reference DRN8333485
10 Sep 2018 Clydesdale Bank Plc Not upheldBanking and creditMr H complains on behalf of C, a limited company, that Clydesdale Bank Plc sold its debt onto a business (P) that isn’t regulated by the Financial Conduct Authority (“FCA”). He alsocomplains that the debt (the outstanding balance from C’s tailored business loan (TBL... (7 pages)View decision -
Decision Reference DRN-2671309
12 Mar 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2671309 The complaint Mr G complains about delays HSBC UK Bank Plc caused when dealing with debts on his accounts. What happened Some years ago, Mr G borrowed money with HSBC and this was secured using an Agricultural Charge. Unfortunately, Mr G began to suffer financial difficulties a... (3 pages)View decision -
Decision Reference DRN-5590357
29 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5590357 The complaint Mr S is unhappy with how Capquest Debt Recovery Limited (Capquest) have engaged with him about an outstanding credit card debt of £7,312.66. What happened I issued my provisional decision to both parties explaining why I thought Mr S’s complaint should be uphe... (6 pages)View decision -
Decision Reference DRN-2301807
12 Mar 2021 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-2301807 The complaint Mrs S complains that the mortgage recommended by St. James's Place Wealth Management Plc wasn’t suitable for her needs. What happened Mrs S sought advice from St. James in 2017. She had an existing mortgage of about £92,000 and unsecured debts of about £66,00... (4 pages)View decision -
Decision Reference DRN1224549
26 Oct 2016 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc unfairly expected him to repay a debt which he believed to have been written off.backgroundMr S owed money to Santander for a credit card debt. The debt was placed by Santander with a collections agent, but Mr S says that the coll... (2 pages)View decision -
Decision Reference DRN0294524
30 Sep 2016 Foundation for Credit Counselling Not upheldBanking and creditMrs C, represented by a claims management company (CMC), complains that Foundation for Credit Counselling (trading as StepChange) mis-advised her regarding a debt management plan (DMP).backgroundMrs C says she approached StepChange in regard to her debts. She says she wa... (2 pages)View decision -
Decision Reference DRN-2349677
1 Dec 2020 Paratus AMC Limited Not upheldMortgagesDRN-2349677 The complaint Mr and Mrs G have raised a number of complaints about Paratus AMC Limited trading as Foundation Home Loans (and referred to here as Paratus). In summary the complaint is: the mortgage was mis-sold in 2005; because the mortgage hadn’t been properly executed, it w... (4 pages)View decision -
Decision Reference DRN6558456
9 Jul 2014 Lloyds Bank PLC UpheldPayment protection insurance (PPI)This complaint is made by Mr J about a payment protection insurance (PPI) policy he says Lloyds Bank PLC (“Lloyds”) mis-sold to him and the compensation Lloyds has offered to pay to him in relation to the policy.backgroundIn July 2011 Lloyds made an offer to settle Mr J’s complaint reg... (3 pages)View decision -
Decision Reference DRN3363051
23 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr P complains that Lloyds Bank plc has passed a business debt to a debt collection agency without telling him. He is concerned because he has not heard of the agents that are now dealing with the debt.backgroundMr P had a business account with the bank where there are... (2 pages)View decision
