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 71335 results
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Decision Reference DRN-3095683
1 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3095683 The complaint Mr B complained that Bank of Scotland plc (“BoS”) had decided to make a refund from an old credit card account that was closed many years ago. But instead of paying the money to him, BoS paid it to the company that had bought this debt from BoS. What happened Mr B... (3 pages)View decision -
Decision Reference DRN6483022
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMrs C complains that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer her debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. She concluded that One Debt Solution failed to meet the requirements of the Of... (2 pages)View decision -
Decision Reference DRN1278697
22 Nov 2017 University of Bradford Not upheldBanking and creditMr K complains that the University of Bradford (the “University”) sent his details to a debt collection agency without providing him with any written notice. He says the unexpected demands from the University’s debt collectors had a particularly adverse effect on him becaus... (2 pages)View decision -
Decision Reference DRN-4635507
19 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4635507 The complaint Miss J complains that Barclays Bank UK PLC trading as Barclaycard sent a refund to a debt collection agency (DCA). What happened Miss J had a credit card from Barclaycard. In 2022, she ran into financial difficulty and the payments to her Barclaycard stopped. Af... (2 pages)View decision -
Decision Reference DRN5721653
13 Aug 2014 National Westminster Bank Plc Not upheldBanking and creditMrs E complains that National Westminster Bank Plc (NatWest) has provided confusing and misleading information about a consolidation loan and it is not willing to help her now she is experiencing difficulties in repaying it.backgroundMrs E had a number of accounts in her personal nam... (3 pages)View decision -
Decision Reference DRN6297570
22 Jul 2016 Valour Financial Management Limited Not upheldBanking and creditMiss T complains that she is unhappy about a debt management plan (“DMP”) she entered into with Valour Financial Management Limited, (“VFML”).The complaint is brought to this service on Miss T’s behalf by a claims management company. But for ease, I shall refer below to... (3 pages)View decision -
Decision Reference DRN1757961
29 Sep 2016 Baines & Ernst Limited Not upheldBanking and creditMrs B complains that Baines & Ernst Limited (“BEL”) hadn’t provided her with satisfactory advice about her debt management plan (“DMP”). The complaint is brought to this service on Mrs B’s behalf by a claims management company (“CMC”). But for ease, I shall refe... (2 pages)View decision -
Decision Reference DRN6891469
16 Jan 2020 Moorcroft Debt Recovery Limited UpheldBanking and creditMr N complains that Moorcroft Debt Recovery Limited contacted him regarding a debt which doesn’t belong to him.backgroundIn May 2018 Mr N received a letter from a bank advising him that his debt had been passed to Moorcroft.Mr N says he’s never held an account with the bank and doesn’t owe... (2 pages)View decision -
Decision Reference DRN-2422833
2 Feb 2021 Arrow Global Limited UpheldConsumer CreditDRN-2422833 The complaint Mr M complains that Arrow Global Limited (Arrow) pursued him for debts that aren’t his. What happened In 2019 Mr M received a letter about an outstanding debt in relation to someone who has a very similar name. Mr M contacted Arrow to say it was chasing the wrong ... (2 pages)View decision -
Decision Reference DRN4642014
29 Sep 2018 PRA Group (UK) Limited Not upheldBanking and creditMr B complains that PRA Group (UK) Limited (PRA) have been contacting him since he entered into a debt management plan (DMP). He says they should contact the debt management company who manages his affairs and not him and he says their unwelcome contact has caused di... (2 pages)View decision
