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 DRN2268222
24 Jun 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr H complains that Legal & General Partnership Services Limited advised him to consolidate unsecured debts with the new mortgage when he was re-mortgaging his home in 2005.backgroundMr H brings this complaint through a claims management company, M.At the time L&... (2 pages)View decision -
Decision Reference DRN0635624
9 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMr and Mrs M complain they settled their accounts with National Westminster Bank Plc but it’s now told them the settlement only applied to Mr M.BackgroundOn 15 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr and Mrs M or NatWest, I i... (3 pages)View decision -
Decision Reference DRN2923843
15 Mar 2016 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr D is complaining about the way his compensation has been paid in relation to a mis-sold payment protection insurance (“PPI”) policy by Capital One (Europe) plc (“Capital One”).backgroundI issued a provisional decision on this complaint in February 2016.Capital One agreed... (2 pages)View decision -
Decision Reference DRN-3726062
30 Sep 2022 Nationwide Building Society UpheldMortgagesDRN-3726062 The complaint Mr T moved his mortgage from Nationwide Building Society. But his old mortgage wasn’t fully redeemed. He complains about how this happened, and that Nationwide then referred the outstanding payment straight to a debt collection agency, without contacting him. What... (5 pages)View decision -
Decision Reference DRN-5761202
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5761202 The complaint Mrs M and Mr M complain about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) defaulting their accounts. What happened While I might not comment on everything (only what I consider key) this is not meant as a discourtesy to either party – it reflects my... (3 pages)View decision -
Decision Reference DRN1623593
4 Feb 2016 Mortgage Intelligence Ltd UpheldBanking and creditMrs T complains that Mortgage Intelligence Ltd (MI) gave her unsuitable advice when it advised her to take out an interest only mortgage. Mrs T says she’s now in a position where she faces having to sell her property when the mortgage expires.Mrs T’s complaint has bee... (4 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 DRN0895480
8 May 2013 Lloyds TSB Bank Plc Not upheldBanking and creditsummary of complaintMrs and Mr T have complained Lloyds TSB Bank Plc did not take into account their financial position when repayment of a loan was discussed. They are seeking a repayment plan with payments of £300 per month to be made towards the debt.background to complaintMrs and M... (2 pages)View decision -
Decision Reference DRN3062253
26 Jun 2019 Intrum UK Limited Not upheldBanking and creditMrs R complains that Intrum UK Limited is chasing her for a debt which was settled. She wants the record removed from her credit file and confirmation she does not owe the debt.backgroundMrs R is represented by Mr R, a relative, and as he has been actively involve... (4 pages)View decision -
Decision Reference DRN-3930038
16 Feb 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-3930038 The complaint Mrs W is unhappy Lowell Financial Ltd are pursuing her for a debt she says is not enforceable and which is statute-barred. Mrs W says she has no knowledge of making the payments Lowell Financial Ltd are claiming she’s made, and therefore she doesn’t believe she sh... (4 pages)View decision