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 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-5938592
14 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5938592 The complaint Mr P has complained about Advantage Insurance Company Limited. He isn’t happy about the way it dealt with the cancellation of his motor insurance policy. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened I... (2 pages)View decision -
Decision Reference DRN0186652
16 Mar 2016 Capquest Debt Recovery Limited Not upheldBanking and creditMr M complains about the way Capquest Debt Recovery Limited has dealt with queries he had on his account. backgroundMr M opened a store account in the 1996. He says he last used it in 2001. The balance in this account was sold to Capquest in June 2013, and it manag... (2 pages)View decision -
Decision Reference DRN-5677224
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677224 The complaint Mr M complains that National Westminster Bank plc (‘NatWest’) didn’t provide his credit agreement for his account ending 849. Mr M wants clarity regarding his debt and for his distress and inconvenience to be recognised. What happened Mr M’s banked with NatWe... (3 pages)View decision -
Decision Reference DRN8200931
13 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditMrs G is unhappy with how National Westminster Bank Plc handled matters when she was trying to repay a debt with it, delays she encountered in receiving confirmation that the debt had been repaid and how it handled a refund it promised her.backgroundI set out the background to this complai... (7 pages)View decision -
Decision Reference DRN3363003
20 Apr 2021 Lowell Portfolio I Ltd UpheldBanking and creditMr K complaints that Lowell Portfolio I Ltd is recording a default on his credit file when he wasn’t aware of it. He’s unhappy that Lowell contacted him at an address he says he didn’t live at and wants Lowell to remove the default from his credit file. background Mr K took out a loan with... (5 pages)View decision -
Decision Reference DRN9216128
22 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs Q complain that Legal & General Partnership Services Limited mis-sold them a mortgage. The complaint is brought on their behalf by a claims management company.backgroundWhen Mr and Mrs Q sought advice from Legal & General, it recommended they borrowe... (3 pages)View decision -
Decision Reference DRN0250761
25 Jun 2015 Capital One (Europe) plc UpheldBanking and creditMr R complains about the way that Capital One (Europe) plc has managed his defaulted account. backgroundMr R’s account defaulted in December 2009. His debt was passed on to different collection agencies before being returned to Capital One and sold on again. In January 2... (2 pages)View decision -
Decision Reference DRN6062515
20 Jul 2017 HSBC Bank plc Not upheldBanking and creditMr R has complained that poor service by HSBC Bank Plc has left him unable to properly manage his current accounts. Mr R also complains that HSBC hasn’t frozen the interest or suspended its debt recovery actions.backgroundMr R says illness and a change in his perso... (2 pages)View decision -
Decision Reference DRN0918614
3 Oct 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs B, represented by a claims management company, complain that they were mis-sold a mortgage by an approved representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs B acted on a recommendation from L&G to re-mortgage. Because this ... (2 pages)View decision