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 DRN-2921139
19 Apr 2022 National Westminster Bank Plc Not upheldInsuranceDRN-2921139 The complaint Mr B has complained about how National Westminster Bank Plc (‘NWB’) used the redress from the mis-sale of a payment protection insurance (‘PPI’) policy he took with his credit card (account number ending 5181). What happened Mr B had three separate accounts with N... (3 pages)View decision -
Decision Reference DRN6103472
10 Apr 2018 Firstplus Financial Group Plc Not upheldPayment protection insurance (PPI)Mrs D is unhappy with how Firstplus Financial Group Plc (Firstplus) has used the compensation it offered her to settle a complaint about a mis-sold payment protection insurance (PPI) policy.backgroundIn 2006 Mrs D took out a secured loan through Firstplus and at the same ... (5 pages)View decision -
Decision Reference DRN-2436185
18 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2436185 The complaint Mrs R is complaining about the administration of her credit card account by Capital One (Europe) plc. What happened Mrs R moved overseas in 2010. She was struggling to pay off her credit card debts so in May 2011 she contacted a UK debt charity who set up a debt m... (3 pages)View decision -
Decision Reference DRN-3683006
3 Sep 2022 Evolution Lending Limited Not upheldMortgagesDRN-3683006 The complaint Ms D has a secured loan with Evolution Lending Limited and she has complained about how it treated her when she had financial difficulties. What happened Ms D took out this loan in June 2018. She borrowed £20,000 over a 15-year term at an interest rate of 19.56% (... (5 pages)View decision -
Decision Reference DRN8492610
11 Jan 2018 Nationwide Building Society Not upheldBanking and creditMrs H complains that Nationwide Building Society didn’t include her personal loan in a debt management plan. She also disputes the amount of her credit card debt that was included in the plan.backgroundMrs H went into a debt management plan with the help of a third... (2 pages)View decision -
Decision Reference DRN7867281
9 Oct 2018 Capquest Debt Recovery Limited UpheldBanking and creditMr H complains that Capquest Debt Recovery Limited won’t pay interest on a refund. backgroundIn 2012 Capquest acquired a debt that Mr H owed a third party lender. Mr H was in financial difficulties, this account had been in arrears for some time and Mr H was making... (2 pages)View decision -
Decision Reference DRN5035847
5 Aug 2014 Lloyd Anderson Financial Management Limited UpheldBanking and creditMr A complains that Lloyd Anderson Financial Management Limited has not distributed his payments towards a debt management plan between his creditors. He was unable to contact Lloyd Anderson for an update and the token payments it did make to his creditors were late.backgroundMr A en... (2 pages)View decision -
Decision Reference DRN-5424081
25 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5424081 The complaint Mr Q complains that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited are pursuing him for several debts which he says they haven’t evidenced they own. What happened A debt purchaser (DP) say they acquired three separate debts,... (7 pages)View decision -
Decision Reference DRN9206826
15 Sep 2015 Capital One (Europe) plc Not upheldBanking and creditMr J says Capital One (Europe) plc sold a debt he owes them to a collections company. Mr J says Capital One didn’t act correctly or fairly when it sold his debt. And he wants Capital One to recall his debt and write it off.backgroundMr J took out a credit car... (3 pages)View decision -
Decision Reference DRN6743457
11 Oct 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMr J complains that Cabot Credit Management Group Limited is pursuing him for a debt he believes is unenforceable.backgroundIn 2017 Cabot told Mr J it had taken ownership of a debt he owed to another lender under a hire purchase agreement. Mr J began to make regular payments to Cabot throu... (2 pages)View decision
