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 DRN5304513
22 Dec 2015 National Westminster Bank Plc Not upheldBanking and creditMr F complained that National Westminster Bank Plc:- pursued him for debt which he believes is statute barred;-wrote to him at a wrong address, and wrongly changed his address again;-gave him poor customer service.He wanted his debt written off, and compensation.ba... (2 pages)View decision -
Decision Reference DRN9579504
10 Nov 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs F complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundIn 2006 L&G’s representative recommended a two year fixed rate mortgage on a repayment basis to Mr an... (3 pages)View decision -
Decision Reference DRN3597555
9 Nov 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr A and Ms D complain that the re-mortgage Legal & General Partnership Services Limited (“L&G”) gave them in 2006 was unsuitable for them.Mr A and Ms D are represented by a firm of solicitors.background In December 2006 Mr A and Ms D met AWD Home Finance Lim... (4 pages)View decision -
Decision Reference DRN3424388
28 Aug 2015 Moorgate Loan Servicing Limited Not upheldBanking and creditMiss S complains that Moorgate Loan Servicing Limited will not provide her with proof that she must pay them in respect of a debt, or of how much is owed on that debt.backgroundMiss S had a debt which was sold to another lender. Moorgate wrote to Miss S to ask her... (2 pages)View decision -
Decision Reference DRN2175615
18 Dec 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs A through their solicitor B complain that W, an appointed representative of Legal & General Partnership Services Limited, gave poor advice in 2006 and 2008 about debt consolidation and recommended an unsuitable mortgage. They want matters put right.backg... (3 pages)View decision -
Decision Reference DRN-2342189
22 Apr 2021 National Westminster Bank Plc Not upheldInsuranceDRN-2342189 The complaint Miss N’s complaint is that National Westminster Bank Plc (NatWest) has used the compensation from three mis-sold payment protection insurance (PPI) policies to reduce the debt it says Miss N still owes it following completion of an Individual Voluntary Arrangement... (2 pages)View decision -
Decision Reference DRN-2238251
22 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2238251 The complaint Mr B’s complaint is that The Royal Bank of Scotland Plc (RBS) has used the compensation from a mis-sold payment protection insurance (PPI) policy to reduce the debt it says Mr B still owes following completion of an Individual Voluntary Arrangement (IVA). What hap... (2 pages)View decision -
Decision Reference DRN8770684
1 Jun 2015 Sureterm Direct Limited Not upheldInsurance (excluding PPI)Miss B complains that Sureterm Direct Limited unfairly asked her for payment for an old motor insurance policy.backgroundSureterm apologised that it made a mistake by renewing Miss B’s policy but not taking payments by direct debit. Miss B complained after Sureterm and it... (2 pages)View decision -
Decision Reference DRN-3221577
18 Feb 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3221577 The complaint Mr R is unhappy that HSBC UK Bank Plc suspended his credit account without providing reasonable notice. What happened In March 2019, HSBC sent Mr R a letter informing that his credit account was classified as being in state of persistent debt and which encouraged ... (3 pages)View decision -
Decision Reference DRN4741604
10 Jun 2015 Pentagon (UK) Limited Not upheldBanking and creditMr M complains on behalf of Mrs B that Pentagon (UK) Limited trading as Euro Debt Financial Services (Euro Debt) has mis-sold her a debt management plan.backgroundMrs B agreed to a debt management plan in September 2009 following a visit to her home by a representative ... (2 pages)View decision
