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 DRN3091786
7 Jun 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that, even after court proceedings declared that The Royal Bank of Scotland Plc could not pursue Mr T for a business loan debt, the bank continued to send both him and his solicitor correspondence about the loan. He says it also registered adverse information about the l... (1 page)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 DRN8661451
12 Aug 2015 HSBC Bank plc UpheldPayment protection insurance (PPI)Mr W says that HSBC Bank Plc (HSBC) hasn’t treated him fairly about a loan and PPI that was sold him.backgroundMr W says that when he took out the loan he was told that any PPI claim would pay for the term of the loan. He says he was 60 years old at the time an... (2 pages)View decision -
Decision Reference DRN4690729
9 Aug 2019 Santander UK Plc Not upheldBanking and creditMr O complains that Santander UK plc told him, three times, that his debts with it had been “written off”.backgroundMr O had two accounts and a loan with Santander. All three accounts were defaulted in 2013. The loan was passed to a debt collection agency and has since been settled. Mr O h... (3 pages)View decision -
Decision Reference DRN2024178
26 Feb 2016 1st Credit Limited UpheldBanking and creditE has complained that 1st Credit Limited is unfairly pursuing it for a debt. It says the debt hasn’t been proved, and that it’s unfair to be considering taking the former matrimonial home into account as a potential way of recouping the amount owed.backgroundE is t... (2 pages)View decision -
Decision Reference DRN8847625
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMiss D complains that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer her debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. He concluded that One Debt Solution failed to meet the requirements of the Offic... (2 pages)View decision -
Decision Reference DRN-5563794
11 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5563794 The complaint Mr and Mrs H complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t provide them with a further advance on their mortgage or other personal lending after it wrote off a debt owed by a company associated with Mr H although Mr H. later repaid it per... (2 pages)View decision -
Decision Reference DRN3656014
23 Apr 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr H has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay him following a complaint about the sale of a payment protection insurance (“PPI”) policy.backgroundMr H took out a credit card with Capital One and took ... (2 pages)View decision -
Decision Reference DRN1389583
25 Apr 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMr G complains that Cabot Credit Management Group Limited hasn’t provided information or documentation about a debt it is pursuing. backgroundCabot bought a book of debts from a bank. It says this included one for Mr G. He has disputed this and has asked for further de... (2 pages)View decision -
Decision Reference DRN7435334
3 Dec 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr K’s complaint is about the payment of compensation by The Royal Bank of Scotland Plc (“RBS”) for the sale of payment protection insurance (“PPI”).backgroundIn this decision, I’m going to look at Mr K’s complaints about the compensation he’s been paid for two PPI po... (3 pages)View decision
