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-1803527
2 Jul 2020 National Westminster Bank Plc Not upheldInsuranceDRN-1803527The complaintMrs H complains that National Westminster Bank Plc used compensation from mis-sold payment protection insurance (PPI) to reduce a debt it says Mrs H owes. Mrs H wants the compensation paid directly to her. What happenedMrs H complained about PPI she was sold with th... (2 pages)View decision -
Decision Reference DRN7648890
8 Dec 2015 Knightsbridge Insolvency Services Limited Not upheldBanking and creditMiss W complains that Knightsbridge Insolvency Services Limited wrongly advised her to enter into a protected trust.backgroundMiss W explains that Knightsbridge Insolvency Services Limited advised her to enter into a protected trust. She says that she explained that one o... (2 pages)View decision -
Decision Reference DRN7068109
6 Aug 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr A and Miss B complain that Debt Help Direct Limited (“DHD”) failed to ensure payments they made under their debt management plan were distributed to their creditors on time or at all, which has left them in a worse position financially.backgroundMr A and Miss B took out a debt man... (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 DRN-3517029
13 Dec 2022 Evolution Lending Limited Not upheldMortgagesDRN-3517029 The complaint Mr and Mrs H’s complaint is about a secured loan they have with Evolution Lending Limited. They believe the decision to lend to them in 2016 was irresponsible and that appropriate checks were not undertaken before the lending decision was made. What happened In 20... (3 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 DRN1590608
3 Aug 2016 Legal & General Partnership Services Limited UpheldBanking and creditThis complaint is about a mortgage arranged for Mr M and Ms M by an adviser connected with Legal & General Partnership Services Limited (L&G).Mr M and Ms M feel that advice to consolidate a car loan was unsuitable. And they’re also unhappy that L&G recom... (3 pages)View decision -
Decision Reference DRN1543109
12 Aug 2015 First Union Mortgages Limited Not upheldBanking and creditMr and Mrs T complain that First Union Mortgages Limited (First Union) should not have advised them to consolidate unsecured debts onto their mortgage. They say they are now at risk losing their home, due to the unsuitable advice they received.backgroundFirst Union co... (5 pages)View decision -
Decision Reference DRN-3132233
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3132233 The complaint Mr J complains that NewDay Ltd trading as Aqua has registered a default against his account without contacting him to set up a repayment plan. What happened Mr J contacted Aqua on 11 December 2019 to inform them he was suffering financial difficulties due to a per... (4 pages)View decision -
Decision Reference DRN3048988
5 Sep 2014 MKDP LLP Not upheldBanking and creditMr C complains that MKDP LLP is pursuing him for a debt he does not owe. He also complains that it has wrongly registered a default on his credit file.backgroundMr C’s debt was previously owned by a third party bank. Mr C said he was in dispute with this bank because he said an unknown ... (2 pages)View decision
