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 DRN-2525655
25 Jan 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2525655 The complaint This complaint is brought by Miss W, in her capacity as Executor of the estate of her late father, Mr W, who died in 2006. Miss W’s complaint is about the way Bank of Scotland Plc (trading as Halifax) has dealt with her late father’s Retirement Home Plan mortgage ... (3 pages)View decision -
Decision Reference DRN7524221
13 Jun 2016 MBNA Limited Not upheldBanking and creditMrs M wants MBNA Limited to honour its agreement to accept partial settlement of an outstanding debt.backgroundMrs M entered a debt management plan. Her debt management company (DMC) offered MBNA a partial settlement on her outstanding debt.MBNA accepted the offer on... (2 pages)View decision -
Decision Reference DRN6285206
1 Feb 2017 Paragon Finance Plc Not upheldBanking and creditMr O complains that Paragon Finance PLC (Paragon) is pursing him for an unenforceable debt. He wants it to return all monies paid.backgroundMr O’s credit card debt with a third party was sold onto Paragon. Mr O says that his debt is not enforceable because he hasn’... (2 pages)View decision -
Decision Reference DRN0177177
3 Nov 2017 Capquest Debt Recovery Limited Not upheldBanking and creditMrs W complains that Capquest Debt Recovery Limited pursued her for payment of a debt which wasn’t hers. She says its actions affected her ability to obtain a mortgage. The complaint is brought on her behalf by her husband, Mr W.background The background to this compl... (4 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 DRN1715071
3 Feb 2020 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)ComplaintMr T is complaining that National Westminster Bank Plc (“NatWest”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt.BackgroundIn 2018, Mr T complained to NatWest ab... (3 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 DRN5442596
24 Mar 2015 Blue Finance Management Limited UpheldBanking and creditMiss G complains that Blue Finance Management Limited (trading as DEBTPLAN Direct) (the business) set up a debt management plan (DMP) for her that was not in her best interest and did not tell her about the upfront charges. backgroundMiss G says that the business ca... (2 pages)View decision -
Decision Reference DRN4097355
15 Sep 2017 United Kash Limited Not upheldBanking and creditMr M complains that United Kash Limited is chasing him for a debt he feels he doesn’t owe. He’s assisted in bringing this complaint by a family member - but for ease of reading I’ll refer to Mr M throughout.backgroundMr M tells us he took out a payday loan for £1... (2 pages)View decision -
Decision Reference DRN0702112
2 Apr 2014 Bank of Scotland Plc Not upheldBanking and creditMrs C is unhappy that Bank of Scotland plc registered a default on her credit file as she says her ex-husband (Mr C) is responsible for the former joint account debt. She also complains that Bank of Scotland sent the default letters to her old address so she didn’t become aware of the d... (2 pages)View decision