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 DRN1635775
18 Feb 2015 Santander UK Plc Not upheldPayment protection insurance (PPI)Mr and Mrs J’s complaint is about the compensation Santander UK Plc (Santander) offered to settle their complaint about a payment protection insurance (PPI) policy taken out with a loan. backgroundMr and Mrs J complained in 2011 to Santander about the sale of a PPI policy associated ... (4 pages)View decision -
Decision Reference DRN-2985467
21 Oct 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2985467 The complaint Mrs R complains that Barclays Bank UK PLC trading as Barclaycard were not clear with her regarding what would happen with her outstanding balance when her account defaulted and poor customer service. Mrs R is represented by her husband in bringing this complaint. ... (3 pages)View decision -
Decision Reference DRN4462192
15 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank Plc (trading as “Barclaycard”) has said he owes money on two credit cards. These debts have been sold to a third party debt collection agency, who is contacting Mr W for repayment. Mr W accepts that he does hold two credit card accounts with Barclayc... (2 pages)View decision -
Decision Reference DRN2131816
21 Apr 2015 PRA Group (UK) Limited UpheldBanking and creditMrs M complains that PRA Group (UK) Limited wrongly pursued her for a debt.background Mrs M took out finance with a third party to buy a computer. When it developed a fault Mrs M made a complaint and withheld payment. The third party took steps to enforce the debt... (2 pages)View decision -
Decision Reference DRN9373561
18 Mar 2015 Lloyds Bank PLC UpheldBanking and creditMrs E complains that Lloyds Bank PLC is holding her liable for an outstanding debt on a joint account despite not notifying her of the debt. She does not want to be held responsible for the debt. background Mrs E received a letter from Lloyds seeking repayment of a d... (2 pages)View decision -
Decision Reference DRN7361872
15 Sep 2015 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card. Mrs B is unhappy with how Royal Bank of Scotland (RBS) has used the compensation it offered to settle her complaint.backgroundMrs B complained to RBS about the sale ... (2 pages)View decision -
Decision Reference DRN-4586355
27 Feb 2024 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-4586355 The complaint Mr K has complained that Debt Managers (Services) Limited recorded a default on his credit file, for an account which he says was taken out fraudulently without his consent. What happened In 2018, a consumer credit account was opened in Mr K’s name at his address.... (3 pages)View decision -
Decision Reference DRN6923433
6 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs H complains that HSBC Bank Plc treated her unfairly when her debt was being handled under a debt management plan because it continued to receive money after it wrote the debt off and has put a default marker on her credit file.backgroundMrs H was struggling with he... (2 pages)View decision -
Decision Reference DRN-5112655
14 Nov 2024 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5112655 The complaint Ms S complains that Capquest Debt Recovery Limited (Capquest) unfairly continued to pursue repayment of a debt after it told her that it had marked her account as settled and closed on a goodwill basis in January 2021. What happened Ms S had an outstanding cred... (5 pages)View decision -
Decision Reference DRN7325410
7 Jan 2016 Legal & General Partnership Services Limited Not upheldBanking and creditMr H and Miss P complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (L&G).backgroundMr H and Miss P took advice from L&G about their mortgage. Following that advice they re-mortgaged, ta... (2 pages)View decision