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 DRN1720296
20 Dec 2013 Microcredit Limited UpheldBanking and creditMiss V complains that Microcredit Limited would not engage with her or her debt advisors after she began experiencing financial difficulty and could not afford to repay her loan. backgroundMiss V had taken out several loans with Microcredit between December 2011 and February 2012. All... (3 pages)View decision -
Decision Reference DRN4616113
16 Jan 2014 Intrinsic Financial Planning Ltd Not upheldBanking and creditMr and Mrs W complain that Intrinsic Financial Planning Ltd (IFP) missold a mortgage to them. They ask for IFP to refund its fees and pay compensation for their loss due to its poor advice. Mr and Mrs W are represented by a claims management company. backgroundIFP recommended a £153,000... (2 pages)View decision -
Decision Reference DRN-4310361
20 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4310361 The complaint Mr P complains that National Westminster Bank Plc hasn’t updated his address on its records despite his efforts over the last three years. And he is unhappy about not being kept informed about his debt. Mr P would like the debt written off. What happened Following... (3 pages)View decision -
Decision Reference DRN-2196495
13 Nov 2020 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-2196495 The complaint Mr W feels that Link Financial Outsourcing Limited has treated him unfairly with regard to the administration of a debt. What happened Mr W says Link sent him an email which he believes meant that Link were offering to write off his debt with it. So he emailed bac... (2 pages)View decision -
Decision Reference DRN0928704
29 Aug 2018 Santander UK Plc Not upheldBanking and creditMr R and Miss R complain that at a late stage in their house sale and purchase, Santander UK Plc required without warning that they use for debt reduction most of the money it had agreed to lend them towards the purchase, and reneged on a promise to reduce an ear... (4 pages)View decision -
Decision Reference DRN4076511
2 May 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)Following a successful complaint that three monthly premium Payment Protection Insurance (PPI) policies had been mis-sold, HSBC agreed to refund to Mr M the premiums paid plus interest. Mr and Mrs M have complained that the refunds were applied to other debts they held with HSBC rather ... (4 pages)View decision -
Decision Reference DRN7015547
11 Apr 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr D is complaining that The Royal Bank of Scotland Plc (RBS) mis-sold him a payment protection insurance (PPI) policy. He’s unhappy that it wants to use the compensation it’s offering to pay to reduce a debt it says he still owes.backgroundMr D took out six loans th... (3 pages)View decision -
Decision Reference DRN4248177
30 Oct 2018 NewDay Ltd UpheldBanking and creditMr O complains about how NewDay Ltd has recorded his credit card account on his credit file.backgroundMr O said that he was no longer in work, because of health problems. He told NewDay about those problems, and it agreed not to pursue him for the outstanding de... (4 pages)View decision -
Decision Reference DRN1465389
12 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr Y complains that interest and charges should not have been applied to his account by Lloyds Bank PLC (formerly Lloyds TSB Bank Plc). He also says that a default should be removed as promised by the bank.backgroundIn 2003 a freezing order was applied to Mr Y’s account with Lloyds. Ther... (2 pages)View decision -
Decision Reference DRN0685019
9 May 2013 Hillesden Securities Limited UpheldBanking and creditMs B complains that DLC continued to pursue her to pay a debt which she had already settled after she had told it this was the case.backgroundIt appears that in 2001, Ms B took out a loan of £2,361 from a lender. After a few months, she fell into arrears, and in January 2003 a court... (2 pages)View decision
