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 DRN3583951
6 Jun 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMs F complains that Debt Connect (U.K.) Limited ‘Debt Connect’ has not refunded her money she was due back for cancelling a debt management plan.backgroundMs F had a debt management plan with Debt Connect which she cancelled. She says she had paid Debt Connect money but it did not make p... (2 pages)View decision -
Decision Reference DRN7288099
11 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr H has complained that after National Westminster Bank Plc (Natwest) upheld an earlier complaint he had made about mis-selling him a packaged bank account, it decreased the amount of compensation it paid him to reduce a debt it said he owed from several years earlier... (3 pages)View decision -
Decision Reference DRN9481154
27 Mar 2017 Vanquis Bank Limited Not upheldBanking and creditMr G complains that Vanquis Bank Limited sold on the debt of his credit card balance when it had previously agreed to cancel it. The amount he’s being asked to pay now is more than the original amount of the debt.backgroundMr G had a credit card with Vanquis. In ... (2 pages)View decision -
Decision Reference DRN6870205
2 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs G complain about a debt reduction agreement that they took out with NEO Media Solutions Limited, trading as One Debt Solutions. They complain that it did not pay money to their creditors as it had agreed to do.backgroundMr and Mrs G entered into a debt reduction agreement wi... (2 pages)View decision -
Decision Reference DRN6980796
16 Oct 2018 House & Home Care Limited Not upheldBanking and creditMr I complains House & Home Care Limited (House & Home) (trading as Immediate Financial- but I refer to House & Home in my decision) mis-sold him a Debt Settlement Plan (DSP). Mr I says that the DSP was unsuitable and an Individual Voluntary Arrangement (I... (4 pages)View decision -
Decision Reference DRN-3386104
31 Mar 2022 Oplo HL Ltd UpheldMortgagesDRN-3386104 The complaint Mr and Mrs M complain that Oplo HL Ltd (then trading as 1st Stop Home Loans Limited) was irresponsible to lend to them. What happened Mr and Mrs M took out a loan of £10,000 with Oplo in early 2015. They told Oplo they intended to use the loan to repay mortgage ar... (6 pages)View decision -
Decision Reference DRN6422904
16 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMrs S complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do and that it did not respond to her requests for information.backgroundMrs S ... (2 pages)View decision -
Decision Reference DRN-4222296
14 Aug 2023 Freemans Plc Not upheldConsumer CreditDRN-4222296 The complaint Mrs Y has complained Freemans plc, trading as Curvissa, is asking her to repay a debt she says isn’t hers. What happened Mrs Y’s husband was ill for some time, and she was his carer. During this period she set up a direct debit to pay for a debt with a third-party... (2 pages)View decision -
Decision Reference DRN-5563997
27 May 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5563997 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax has acted unfairly by selling an outstanding debt in her name. What happened Mrs L had an outstanding loan with Halifax. Due to her personal circumstances, Halifax agreed a reduced repayment plan. Mrs... (2 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