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 DRN3208366
24 Nov 2015 Cabot Financial (Europe) Limited UpheldBanking and creditMr H complains that Cabot Financial (Europe) Limited can’t prove that he owes a debt it is chasing him to repay.background Mr H asked Cabot to provide proof of his debt in the form of credit agreements and proof that it legally owns the debt. Mr H was making repayme... (2 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 DRN-2763086
18 May 2021 Lloyds Bank PLC Not upheldConsumer CreditDRN-2763086 The complaint Mr J complains that Lloyds Bank PLC (Lloyds) sent a letter to his parents’ address regarding his outstanding credit card debt, and they then passed his account to a debt collection agency without notifying him, despite him making payments. What happened Mr J had ... (3 pages)View decision -
Decision Reference DRN-1870182
5 Jun 2020 Redhawk Legal Ltd Not upheldClaims ManagementDRN-1870182 The complaintMrs H is unhappy how Redhawk Legal Ltd (Redhawk) dealt with her claims for mis-sold Payment Protection Insurance (PPI). What happenedIn 2016, Mrs H instructed Redhawk to make claims for mis-sold PPI on her behalf. Some claims were successful in February 2019, but a... (3 pages)View decision -
Decision Reference DRN3118618
18 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that Legal & General Partnership Services Limited (LGPS) gave them unsuitable mortgage advice. In particular, they say it failed to advise them on the implications of consolidating unsecured debts onto their mortgage.Mr and Mrs M are represented... (2 pages)View decision -
Decision Reference DRN-3968419
15 Feb 2023 Lowell Financial Ltd UpheldConsumer CreditDRN-3968419 The complaint Failed to send him appropriate evidence to say they’d taken over the debts, and have used his data illegally Are contacting him, as he’s got disputes over the two accounts they’ve purchased, and says they’re bullying and victimising him by affecting his health w... (8 pages)View decision -
Decision Reference DRN-3426927
8 Dec 2022 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-3426927 The complaint A company, which I’ll refer to as H, complains that China Taiping Insurance (UK) Co Ltd cancelled its retail catering policy and declined its claim for flood damage. The director of H, whom I’ll refer to as Mr S, brings the complaint on H’s behalf. What happened H... (4 pages)View decision -
Decision Reference DRN-2872054
30 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2872054 The complaint Mr B complains that Capital One (Europe) plc (CapOne) suspended his credit card as he was in persistent debt. What happened Mr B had a credit card from CapOne since 2003. In 2020 the limit was £4000. In September 2018, March 2020 and September 2020, he received pe... (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 DRN7792896
2 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank PLC went back on assurances it gave him about how he could deal with his bank accounts, defaulting and closing his current account without telling him. backgroundMr L held his personal banking with Lloyds and also had business banking with Lloyds in res... (3 pages)View decision