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 69825 results
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Decision Reference DRN-4820518
24 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4820518 The complaint Mr S complains that Santander UK Plc sold his debt to a debt collection agency despite his offer to partially settle the account balance with a one-off payment. What happened Mr S held a personal current account and credit card with Santander which together had ac... (3 pages)View decision -
Decision Reference DRN8043507
11 Dec 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about a payment protection insurance (PPI) policy he was sold by Capital One (Europe) Plc with a credit card. backgroundIn 2007, Mr M took out a credit card with Capital One. At the same time, he was sold a PPI policy to protect the repayments ... (3 pages)View decision -
Decision Reference DRN6484793
8 Nov 2019 Lowell Financial Ltd UpheldBanking and creditMr S complains Lowell Financial Ltd chased him for a debt that isn’t his.backgroundLowell wrote to Mr S about money owing on a catalogue account. But Mr S said the debt wasn’t his. Following his complaint, Lowell cleared the account balance and said there wouldn’t be any record of the debt... (2 pages)View decision -
Decision Reference DRN2163458
14 Feb 2017 Kapama Limited UpheldBanking and creditMiss P complains that Kapama Limited requires her to repay too much towards her loan.backgroundIn 2012 Miss P borrowed £220 from a payday lender. She failed to repay the debt, and the lender added fees and interest until the debt increased to over £2,000. The debt wa... (2 pages)View decision -
Decision Reference DRN-2795324
5 Aug 2021 Bridgewater Support Solutions Ltd Not upheldConsumer CreditDRN-2795324 The complaint Miss R complains that Bridgewater Support Solutions Ltd (Bridgewater) mis -led her into believing her credit file wouldn’t be affected when she entered a debt management plan (DMP) with it. What happened In 2014 Miss R contacted Bridgewater for advice in relation ... (4 pages)View decision -
Decision Reference DRN1503644
29 Sep 2016 Foundation for Credit Counselling Not upheldBanking and creditMr B complains that Foundation for Credit Counselling, trading as StepChange, mis-sold him a debt management plan. The complaint is brought on his behalf by a claims management company. It says a debt relief order would’ve been more suitable.backgroundMr B sought advice... (2 pages)View decision -
Decision Reference DRN2058634
14 May 2018 Link Financial Outsourcing Limited Not upheldBanking and creditMiss C complains that she’s being pursued by Link Financial Outsourcing Limited for a debt that’s unenforceable. She’s being helped with her complaint by a representative.backgroundA debt that was owed by Miss C to a third party was transferred to the current cred... (2 pages)View decision -
Decision Reference DRN8452548
21 Jul 2017 Fluent Money Limited Not upheldBanking and creditMr and Mrs A are complaining that Fluent Money Limited didn’t pass on information about Mr A’s creditors to a lender. This has meant that the lender wasn’t able to pay off his debts from the proceeds of a loan they took out.backgroundMr and Mrs A asked Fluent Money... (2 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision -
Decision Reference DRN-2934378
16 Sep 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2934378 The complaint Mr F complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to him the money that he paid to a debt recovery company. What happened Mr F was owed money by a third party and entered into a contract with a debt recovery company in November 2018 fo... (3 pages)View decision
