Ombudsman decisions

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• Decision Reference DRN7530638

  1 Feb 2017 The Royal Bank of Scotland Plc Upheld

  Payment protection insurance (PPI)
  Mr G is unhappy with how The Royal Bank of Scotland Plc (RBS) has used the compensation it offered to settle his complaint about the mis-sale of a payment protection insurance (PPI) policy.backgroundMr G complained about PPI sold to him with a credit card he took out wit... (2 pages)
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• Decision Reference DRN-2036397

  12 Feb 2021 Hoist Finance UK Limited Upheld

  Consumer Credit
  DRN-2036397 The complaint Ms O is unhappy that Hoist Finance UK Limited (Hoist), are noting that she needs to pay it an amount of £8,441.60 for outstanding debts it is collecting. What happened Ms O has said that in May 2019 she received communication from Hoist – noting that she needed to... (3 pages)
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• Decision Reference DRN4991114

  18 Sep 2018 T.B.I. Financial Services Ltd. Upheld

  Banking and credit
  Mrs P complains about T.B.I. Financial Services Ltd (“TBI”) adding interest to a judgment debt.backgroundOn 10 August 2007 TBI obtained a county court judgment (“CCJ”) against Mrs P for an outstanding credit card debt. Mrs P didn’t settle the judgment so later on that ... (10 pages)
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• Decision Reference DRN-2349591

  4 Mar 2021 Lantern Debt Recovery Services Ltd Not upheld

  Consumer Credit
  DRN-2349591 The complaint Miss B complains that Lantern Debt Recovery Services Ltd is unfairly chasing her for a debt. What happened Lantern bought an outstanding debt from company W in 2019. And it seeks repayment of the debt from Miss B. Miss B says that it’s unfair of Lantern to contact... (2 pages)
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• Decision Reference DRN-6107190

  13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheld

  Consumer Credit
  DRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)
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• Decision Reference DRN6785777

  26 Jan 2016 Legal & General Partnership Services Limited Upheld

  Banking and credit
  This complaint is about a mortgage arranged for Mr and Mrs T by an adviser connected with Legal & General Partnership Services Limited (L&G).Mr and Mrs T feel they weren’t properly advised about debt consolidation and they’ve been financially disadvantaged as a r... (3 pages)
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• Decision Reference DRN-5473348

  30 Jun 2025 Intrum UK Limited Not upheld

  Consumer Credit
  DRN-5473348 The complaint Mr J complains that Intrum UK Limited (Intrum) caused him stress and upset by contacting him about a debt that was statute barred. What happened Mr J had a credit card that was taken out around 1999 with a business I’ll refer to as M. the account fell into arre... (3 pages)
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• Decision Reference DRN1003140

  14 Nov 2013 Northern Debt Recovery Limited Upheld

  Banking and credit
  Mr O complains about the way that Northern Debt Recovery Limited has dealt with him while it was seeking repayment of a loan. He is unhappy as he sent a £350 payment in full and final settlement of the debt but Northern Debt Recovery is still seeking further payments from him. Mr O has... (3 pages)
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• Decision Reference DRN1117081

  4 Dec 2013 Lloyds Bank PLC Upheld

  Banking and credit
  Mrs K complains that Lloyds Bank plc (previously Lloyds TSB Bank plc).-Continued to chase her for repayment of a number of debts after she had been declared bankrupt and discharged.-Failed to report accurate information about her debts to the credit reference agencies.-Sold her debts ... (3 pages)
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• Decision Reference DRN0454196

  5 Jun 2013 Unique Debt Solutions Limited Upheld

  Banking and credit
  Mr and Mrs A complain that an Individual Voluntary Arrangement (“IVA”) they entered into in November 2010 was mis-sold. They say Unique Debt Solutions Limited did not take into account that they were receiving Support for Mortgage Interest (“SMI”), which reduced their total monthly mo... (3 pages)
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