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 DRN5313453
19 Jan 2017 DFH Limited Not upheldBanking and creditMr C complains, in summary, that DFH Limited, trading as DFH Financial Solutions, (“DFH”), didn’t provide him with appropriate information when he entered into a debt management plan (“DMP”) with it. The complaint is brought to this service on Mr C’s behalf by a ... (2 pages)View decision -
Decision Reference DRN7127556
17 Sep 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Miss P has complained about the way Barclays Bank Plc has used the compensation it worked out she was due after she complained she’d been mis-sold payment protection insurance (PPI).backgroundBetween 2004 and 2007 Miss P took out four loans with Barclays and was sold ... (2 pages)View decision -
Decision Reference DRN-2067372
6 Aug 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2067372The complaintMs G complains about how NewDay Ltd trading as Aqua responded to her request for helpwith her credit card account during extremely difficult personal circumstances.What happenedMs G told us about tragic circumstances she experienced, which I won’t record here. Those... (3 pages)View decision -
Decision Reference DRN-2136944
1 Feb 2021 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-2136944 The complaint Mr and Mrs G complain that an appointed representative of Quilter Mortgage Planning Limited mis-sold their mortgage. The complaint has been brought by a claims management company on Mr and Mrs G’s behalf, and they’ve said Quilter didn’t adequately assess the suita... (3 pages)View decision -
Decision Reference DRN1679601
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs W complain that debt reduction agreements were mis-sold to them by NEO Media Solutions Limited, trading as One Debt Solution. They also complain that it did not pay money to their creditors as it had agreed to do and that it has provided them with poor customer service. ba... (2 pages)View decision -
Decision Reference DRN5342187
3 Oct 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B, represented by a claims management company, complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”). backgroundMr and Mrs B took advice leading to a re-mortgage from L&G. In doing so, ... (2 pages)View decision -
Decision Reference DRN7592104
9 Jun 2016 Hillesden Securities Limited Not upheldBanking and creditMr T complains that Hillesden Securities Limited (trading as dlc) wrongly asked him to pay a debt he knows nothing about.backgroundMr T says that dlc contacted him about a debt and, even though he said he did not admit liability for the debt and that it was statut... (2 pages)View decision -
Decision Reference DRN0657876
2 Nov 2017 Santander UK Plc Not upheldBanking and creditMrs H complains that she is being pursued for a debt which was written off by Santander UK Plc.backgroundMrs H held a credit card account with Santander. A debt collection company called Robinson Way are pursuing her for payment. She says that the debt was written of... (2 pages)View decision -
Decision Reference DRN4076511
2 May 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)Following a successful complaint that three monthly premium Payment Protection Insurance (PPI) policies had been mis-sold, HSBC agreed to refund to Mr M the premiums paid plus interest. Mr and Mrs M have complained that the refunds were applied to other debts they held with HSBC rather ... (4 pages)View decision -
Decision Reference DRN2093744
11 Feb 2015 Hillesden Securities Limited Not upheldBanking and creditMr D complains that he is being pursued for a debt by Hillesden Securities Limited trading as Direct Legal & Collections (DLC) which does not belong to him. Further, it has recorded incorrect information on his credit file. backgroundDLC acquired a debt in 2012. It was unaware that ... (2 pages)View decision