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
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Decision Reference DRN8236911
3 Feb 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr B complained he was mis-sold payment protection insurance (PPI) on a credit card with Capital One (Europe) plc (Capital One) in 2001.backgroundCapital One agreed that Mr B had been mis-sold PPI and it made him an offer in September 2015.Mr B had been under an indiv... (3 pages)View decision -
Decision Reference DRN-2488662
10 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2488662 The complaint Mr B is unhappy with how National Westminster Bank Plc (“NatWest”) are dealing with his debts. What happened Mr B has an overdraft and loan with NatWest, both of which are in arrears. This service has previously dealt with a complaint about the affordability of ea... (3 pages)View decision -
Decision Reference DRN6729845
10 Nov 2016 Lowell Financial Ltd UpheldBanking and creditMiss H complains that Lowell Financial Ltd (trading as Lowell Group) wrongly took payment from her in respect of a debt that did not belong to her.backgroundMiss H says that she has discovered that debt repayments which she made to Lowell were in respect of a debt w... (2 pages)View decision -
Decision Reference DRN-4477857
19 Dec 2023 Cabot Credit Management Group Limited Not upheldBanking and PaymentsDRN-4477857 The complaint Mr M has complained about Cabot Credit Management Group Limited, saying they used a legal threat to get him to pay towards an unenforceable account. What happened Mr M had several debts with Cabot. This complaint surrounds a defaulted credit card account which was... (2 pages)View decision -
Decision Reference DRN2329230
10 Apr 2018 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc has applied charges unfairly to his account and sold the outstanding debt to a third party debt collection agency.backgroundMr A had two accounts with Santander. His main current account had a monthly direct-debit payment going ou... (2 pages)View decision -
Decision Reference DRN7872182
25 Sep 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs H complain that The Royal Bank of Scotland Plc (“RBS”) acted unfairly and unreasonably by declining their mortgage application and then charging an early repayment charge (“ERC”) when they moved to another lender. They want the ERC refunded and confirmation that a particular deb... (2 pages)View decision -
Decision Reference DRN0654106
8 Mar 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland Plc disclosed his details to third parties without his knowledge and permission. He is also unhappy his debt was sold when he already had an arrangement to pay elsewhere.backgroundMr M had a credit card with RBS, which ... (3 pages)View decision -
Decision Reference DRN6640841
20 May 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs R complain that HSBC Bank plc is wrongly requiring them to pay £175,000, rather than £100,000, under security they gave in 2003 for the debt of their son-in-law’s business. They want the bank to accept that they are only required to pay £100,000.Mr and Mrs R are supported in the... (4 pages)View decision -
Decision Reference DRN5184624
28 Oct 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs D’s representative, a claims management company, complains that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs D had a mortgage, which they re-financed on a recommendation from... (2 pages)View decision -
Decision Reference DRN-2136944
1 Feb 2021 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-2136944 The complaint Mr and Mrs G complain that an appointed representative of Quilter Mortgage Planning Limited mis-sold their mortgage. The complaint has been brought by a claims management company on Mr and Mrs G’s behalf, and they’ve said Quilter didn’t adequately assess the suita... (3 pages)View decision
