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 71745 results
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Decision Reference DRN-4534208
14 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4534208 The complaint Mrs W complains Tesco Personal Finance PLC trading as Tesco Bank unfairly declined her fraud claim and didn’t provide enough assistance when she was in persistent debt. What happened The Investigator has set out a clear and detailed background to the complaint, so... (5 pages)View decision -
Decision Reference DRN-3822418
17 Jan 2023 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-3822418 The complaint Mr O has complained that Debt Managers (Services) Limited didn’t accept his partial settlement offer when it was in line with an amount they’d asked for in the past. What happened This complaint surrounds a defaulted hire purchase debt which was sold to Debt Manag... (2 pages)View decision -
Decision Reference DRN2540641
2 Nov 2016 Cabot Financial (Europe) Limited UpheldBanking and creditMr T complains that Cabot Financial (Europe) Limited (trading as Cabot Financial) will not tell him why it took so long to write off his credit card debt, or how the balance on the account came to increase by so much.background Mr T originally owed a debt to a credi... (2 pages)View decision -
Decision Reference DRN8172715
2 Oct 2019 The Royal Bank of Scotland Plc UpheldBanking and creditMrs G complains that The Royal Bank of Scotland Plc (RBS) sold her credit card account to another business which she thinks it shouldn’t have done because of her ongoing mental health issues.backgroundThe background to this complaint, and my initial conclusions, were set out in my provisio... (5 pages)View decision -
Decision Reference DRN9964258
27 Jul 2016 RG Debt Management Services Limited Not upheldBanking and creditMr G complains that RG Debt Management Services Limited (trading as Debt Line) mis-sold him a Debt Management Plan (DMP).backgroundWhen Mr G was struggling to repay debts of over £5,000, he agreed to pay £100 per month via a DMP with Debt Line from September 201... (2 pages)View decision -
Decision Reference DRN3964463
25 Jul 2018 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (L&G).backgroundMr and Mrs M re-mortgaged through L&G, consolidating two loans and raising capital of some £35,000. They sa... (4 pages)View decision -
Decision Reference DRN-3246071
25 Jan 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3246071 Complaint Mr R says that Clydesdale Bank Plc (“Clydesdale”) treated him unfairly when he ran into difficulty repaying an unarranged overdraft. He was unhappy that his account was defaulted. Background One of our investigators looked into Mr R’s concerns. She didn’t think that C... (2 pages)View decision -
Decision Reference DRN2848359
1 Dec 2016 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr W is unhappy with the amount National Westminster Bank Plc has paid to resolve a complaint about the mis-sale of payment protection insurance (“PPI”).backgroundMr W’s trustee in bankruptcy (“the trustee”) complained to NatWest that it had mis-sold Mr W PPI. NatWest ... (4 pages)View decision -
Decision Reference DRN-2400784
4 Jan 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2400784 The complaint Mr H complains about the treatment he has received from Lowell Financial Limited (“Lowell”) in respect of three credit card debts purchased by it, two in respect of two credit cards issued by a business that I will call C and one in respect of one credit card issu... (3 pages)View decision -
Decision Reference DRN8075823
16 Apr 2013 Hamilton and Clarke Ltd Not upheldBanking and creditMr L complains that Debt Shield will not refund a £500 fee he paid to it when his involvement with it ended.background Mr L became a client of Debt Shield after an initial consultation with its advisor and he completed a questionnaire about his financial situation. On the information pr... (2 pages)View decision
