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 70502 results
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Decision Reference DRN-3176455
2 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3176455 The complaint Mr J complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr J applied for an Aqua credit card in March 2014 and it was agreed with a limit of £250. Limit increases were offered by Aqua and put in place as follows: Date Limit M... (4 pages)View decision -
Decision Reference DRN2537759
19 Nov 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mrs D’s complaint is that Nationwide Building Society (Nationwide) wants to set the compensation due to her for a mis-sold payment protection insurance (PPI) policy against arrears on her credit card account. Mrs D wants the compensation paid directly to her.backgroundMrs D complained to ... (2 pages)View decision -
Decision Reference DRN-5001359
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001359 The complaint Mr E complains that National Westminster Bank Plc passed his debt to a debt collection agency. What happened Mr E holds an account with NatWest. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023 Mr E... (3 pages)View decision -
Decision Reference DRN9744230
23 Mar 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr C complains that Shop Direct Finance Company Limited (SDFC) refused to write off his debts and has harassed him for payment. backgroundMr C has two accounts with SDFC, one opened in December 2009 and the other in December 2010. In May 2018 he wrote to SDFC to ask ... (2 pages)View decision -
Decision Reference DRN-5009096
19 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5009096 The complaint Mr D complains that Santander UK Plc asked a debt recovery company to collect his debt when he already had a payment plan in place with another debt recovery company. What happened Mr D holds an account with Santander. The account is a debt and in June 2023 San... (3 pages)View decision -
Decision Reference DRN-4786373
9 Aug 2024 Totemic Limited Not upheldConsumer CreditDRN-4786373 The complaint Mr R is unhappy that Totemic Limited trading as PayPlan will not write off his outstanding debts due to ill health. What happened Mr R is unhappy with the way that PayPlan has administered his account. Mr R says that the medical reports he supplied to PayPlan a... (3 pages)View decision -
Decision Reference DRN-2473521
2 Mar 2021 Capital One (Europe) plc Not upheldInsuranceDRN-2473521 The complaint Mr P complains that Capital One (Europe) plc has used the compensation due to him from a payment protection insurance (PPI) policy to reduce his outstanding debt with it. Mr P took out a credit card with Capital One in 2004 and took out the PPI at the same time. T... (3 pages)View decision -
Decision Reference DRN6785777
26 Jan 2016 Legal & General Partnership Services Limited UpheldBanking and creditThis 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)View decision -
Decision Reference DRN3281670
23 Apr 2019 Prestige Finance Limited Not upheldBanking and creditMrs H complains that Prestige Finance Limited is unfairly asking her to repay a loan she didn’t receive. She asks that the debt is written off or she’s given the loan money. The loan was taken out jointly with Mrs H’s late husband (Mr H). The executors of Mr H’s esta... (3 pages)View decision -
Decision Reference DRN-2674399
4 May 2021 National Westminster Bank Plc Not upheldInsuranceDRN-2674399 The complaint Mr G’s The complaint Mr G’s complaint is that National Westminster Bank Plc (NatWest) has used the compensation from a mis-sold payment protection insurance (PPI) policy to reduce the debt it says Mr G still owes following completion of an Individual Voluntary Arr... (2 pages)View decision
