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 77331 results
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Decision Reference DRN-2582644
25 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2582644 The complaint Mr P complains that Vanquis Bank Limited (Vanquis) defaulted his account and didn’t tell him about the change of debt collection agency. What happened Mr P was made unemployed in May 2018 and was struggling to pay Vanquis. He spoke to Vanquis in October 2018 and a... (3 pages)View decision -
Decision Reference DRN1020905
23 Dec 2015 Creation Financial Services Limited UpheldPayment protection insurance (PPI)Mr C’s complaint is about a payment protection insurance (PPI) policy taken out with a hire purchase loan. Creation Financial Services Limited (Creation) offered compensation to settle the complaint but Mr C isn’t happy with how Creation has used the compensation.back... (5 pages)View decision -
Decision Reference DRN4554197
5 Oct 2016 Foundation for Credit Counselling Not upheldBanking and creditMr M, represented by a claims management company (CMC), says that Foundation for Credit Counselling (trading as StepChange) mis-sold him a debt management plan (DMP).backgroundIn 2012, Mr M discussed his debt situation with a free debt service provider. It was recommen... (3 pages)View decision -
Decision Reference DRN3118618
18 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that Legal & General Partnership Services Limited (LGPS) gave them unsuitable mortgage advice. In particular, they say it failed to advise them on the implications of consolidating unsecured debts onto their mortgage.Mr and Mrs M are represented... (2 pages)View decision -
Decision Reference DRN2563822
26 Mar 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about two mortgages that Mr C has held with Bank of Scotland plc. Mr C sold one of his mortgaged properties in 2008, but a member of staff at the firm of conveyancing solicitors stole the sale proceeds instead of using them to repay the mortgage. Mr C is unhappy that B... (2 pages)View decision -
Decision Reference DRN3266263
1 Mar 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S through their representative BF complain that the appointed representative (“A”) for Legal & General Partnership Services Limited (“L & G”) mis-sold them a mortgage and gave poor advice about debt consolidation. They want compensation.backgroundMr and... (2 pages)View decision -
Decision Reference DRN2624267
20 Apr 2015 Platform Home Loans Ltd Not upheldBanking and creditMiss L has complained that Platform Home Loans Ltd has continued to hold her responsible for a mortgage for which she is no longer liable, and it has recorded information about that mortgage on her credit reference file.background I issued my provisional decision in M... (4 pages)View decision -
Decision Reference DRN5464768
6 Sep 2019 Link Financial Outsourcing Limited Not upheldBanking and creditMr M complains that Link Financial Outsourcing Limited (‘Link’) is threatening legal action for a credit card debt he knows nothing about.backgroundMr M said he received a letter from Link giving him 14 days to reply before bailiffs and solicitors became involved. He found it quite alarmin... (2 pages)View decision -
Decision Reference DRN-1639293
3 Mar 2021 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-1639293 The complaint Miss B complains that Lowell Portfolio I Ltd offset a Payment Protection Insurance (PPI) redress for a mis-sold policy against her account. What happened Miss B had a credit account with S, an online retailer. With a balance of £2,537.86 outstanding, S sold the de... (2 pages)View decision -
Decision Reference DRN8286789
13 Nov 2020 Vanquis Bank Limited UpheldBanking and creditComplaint Miss H is unhappy that Vanquis Bank Limited won’t agree to write off an outstanding debt she owes. Background Miss H has an outstanding debt to Vanquis which she says she can no longer afford to pay. At the time she referred her complaint to us, it was a little under £1,500. Her ... (3 pages)View decision