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 DRN0414771
30 Mar 2019 Foundation for Credit Counselling Not upheldBanking and creditMr B’s complained that Foundation for Credit Counselling (FCC) made a mistake when setting up his debt relief order (DRO).backgroundWhen Mr B was contacted by creditors asking him to pay a debt of £1,500 he realised it hadn’t been included in his DRO. He complain... (2 pages)View decision -
Decision Reference DRN6711030
27 Jul 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr A is unhappy with how National Westminster Bank Plc (“NatWest”) resolved his complaint about the mis-sale of a payment protection insurance (“PPI”) policy.backgroundI issued my provisional decision on 28 June 2018. A copy of my provisional decision is attached and fo... (5 pages)View decision -
Decision Reference DRN4901722
4 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S complained that the mortgage advice they received from Legal & General Partnership Services Limited (L&G) was unsuitable.background In July 2007, Mr and Mrs S met a mortgage adviser. They wanted to remortgage, and consolidate debts so they had more ... (3 pages)View decision -
Decision Reference DRN9647450
25 Sep 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs P took out a credit card with Capital One and also to... (2 pages)View decision -
Decision Reference DRN-4318416
27 Sep 2023 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-4318416 The complaint Mr G complains about legal action Cabot Credit Management Group Limited intends to take in relation to a credit card debt. What happened Mr G had a credit card with a business I’ll call N that was closed at default in June 2022. Cabot purchased the debt from N in ... (3 pages)View decision -
Decision Reference DRN7925805
8 Jul 2014 Pentagon (UK) Limited Not upheldBanking and creditMiss W and Mr T complain that: Pentagon (UK) Limited (trading as EuroDebt Financial Services) failed to tell them that their lender was unlikely to agree to freeze interest if they entered into a debt management plan, and when it did in fact refuse to do so; and the debt managem... (3 pages)View decision -
Decision Reference DRN-3095683
1 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3095683 The complaint Mr B complained that Bank of Scotland plc (“BoS”) had decided to make a refund from an old credit card account that was closed many years ago. But instead of paying the money to him, BoS paid it to the company that had bought this debt from BoS. What happened Mr B... (3 pages)View decision -
Decision Reference DRN7298218
15 May 2019 Lowell Financial Ltd Not upheldBanking and creditMr H complains that Lowell Financial Ltd wrongly registered a debt on his credit file even though he had already repaid it in full.backgroundIn July 2014 Mr H took out a loan, which he defaulted on in June 2015. He says that he repaid the outstanding balance in ful... (2 pages)View decision -
Decision Reference DRN-2529589
12 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2529589 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) treated him badly when he was in financial difficulty. What happened Mr B had a Barclaycard since 2002. By 2016, his finances were stretched. In October 2016, the direct debit to Barclay... (3 pages)View decision -
Decision Reference DRN2211913
14 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B is complaining that The Royal Bank of Scotland Plc (RBS) has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy, attached to a loan, to reduce the outstanding debt on that loan account.backgroundMr B took out a loa... (4 pages)View decision
