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 70772 results
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Decision Reference DRN7361872
15 Sep 2015 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card. Mrs B is unhappy with how Royal Bank of Scotland (RBS) has used the compensation it offered to settle her complaint.backgroundMrs B complained to RBS about the sale ... (2 pages)View decision -
Decision Reference DRN6658105
24 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank plc did not cancel his company's direct debit when it requested this. As a result his liability under his personal guarantee is higher than it should be.backgroundMr L, the director and guarantor of his former limited company, sa... (2 pages)View decision -
Decision Reference DRN-3517029
13 Dec 2022 Evolution Lending Limited Not upheldMortgagesDRN-3517029 The complaint Mr and Mrs H’s complaint is about a secured loan they have with Evolution Lending Limited. They believe the decision to lend to them in 2016 was irresponsible and that appropriate checks were not undertaken before the lending decision was made. What happened In 20... (3 pages)View decision -
Decision Reference DRN4207360
10 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Miss E is complaining that Capital One (Europe) plc has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy attached to her credit card, to reduce her outstanding debt.backgroundIn 2017, following Miss E’s complaint throug... (3 pages)View decision -
Decision Reference DRN0418846
7 Mar 2018 Lowell Portfolio I Ltd Not upheldBanking and creditMr F complains that Lowell Portfolio I Ltd has wrongly registered a default on his credit file. backgroundLate in 2014, Lowell purchased a debt that Mr F owed to a credit card company. Mr F said he didn’t owe that money, so Lowell sent Mr F copy of the agreement ... (3 pages)View decision -
Decision Reference DRN8148946
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMrs B, represented by a claims management company (CMC), complains that Butler-Do Ltd (the business) mismanaged her debt management plan (DMP).backgroundMrs B says that she entered into a DMP in 2010. She says that at this time she was not made aware that there were ... (2 pages)View decision -
Decision Reference DRN1543109
12 Aug 2015 First Union Mortgages Limited Not upheldBanking and creditMr and Mrs T complain that First Union Mortgages Limited (First Union) should not have advised them to consolidate unsecured debts onto their mortgage. They say they are now at risk losing their home, due to the unsuitable advice they received.backgroundFirst Union co... (5 pages)View decision -
Decision Reference DRN6085494
4 Apr 2013 Cfo Lending Limited UpheldBanking and creditMr N complains that Cfo Lending Limited used his debit card details to take the full outstanding balance of an overdue payday loan from his bank account. He says he had already arranged a payment plan with Cfo Lending and the withdrawal caused difficulties with his other debts and credi... (2 pages)View decision -
Decision Reference DRN4328076
17 Oct 2014 HSBC Bank plc Not upheldBanking and creditMrs B complains that HSBC Bank Plc sold two debts to another company. She says she had repaid those debts, so the bank shouldn’t have sold them on. The defaults should have been marked as satisfied. backgroundHSBC held a second legal charge over Mrs B’s property. It had taken this cha... (2 pages)View decision -
Decision Reference DRN-4306746
17 Aug 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4306746 The complaint Miss T complains that Marks & Spencer Financial Services Plc (M&S) lent to her irresponsibly and didn’t support her in financial difficulty. What happened Miss T had a credit card from M&S since 2013. The limit was originally £1,500. Limit increases we... (5 pages)View decision
