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 74365 results
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Decision Reference DRN4072970
30 Sep 2016 Vincent Bond & Co. Limited UpheldBanking and creditMrs B complains that Vincent Bond and Co. Limited was wrong to provide her with a debt management plan when she could have accessed the same service for free elsewhere.Mrs B brings her complaint with the help of a claims management company (CMC). For ease of reading ... (3 pages)View decision -
Decision Reference DRN6010085
23 Aug 2018 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr A is unhappy with the way Lantern Debt Recovery Services Ltd collected his debt.backgroundIn May 2011 Mr A took out a payday loan. He wasn’t able to repay it within the terms of the agreement so the loan went into arrears. In May 2015 Lantern bought this debt ... (2 pages)View decision -
Decision Reference DRN6136399
22 Feb 2018 Shop Direct Finance Company Limited UpheldBanking and creditMr C complains that Buy Now Pay Later (BNPL) interest has been charged to his account with Shop Direct Finance Company Limited. He disputes the charges because he is in a payment arrangement with a debt management company.backgroundMr C opened an account with Littlew... (2 pages)View decision -
Decision Reference DRN8670058
21 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMs E complains that Bank of Scotland plc (trading as Halifax) sold the debt from her credit card account without informing her.backgroundMrs E said she received some letters from a debt agency. It’d bought a debt from Halifax. But she didn’t know the debt had been ... (2 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 DRN-1986826
22 Dec 2020 Barclays Bank UK PLC Not upheldConsumer CreditDRN-1986826 The complaint Mrs M complains that Barclays Bank UK PLC delayed registering a default on a loan she held. What happened In 2011 Mrs M took out a loan with Barclays. Unfortunately, Mrs M started to struggle financially and in 2013 she entered into a debt management plan (DMP). T... (2 pages)View decision -
Decision Reference DRN5045708
3 Oct 2016 Moneyplus Group Limited UpheldBanking and creditMiss H complains about the monthly fee taken by Moneyplus Group Limited. She wants the fee refunded.backgroundThe background to this complaint and my initial conclusions, were set out in my provisional decision dated 2 August 2016; a copy of this is attached and forms... (4 pages)View decision -
Decision Reference DRN-3792023
18 Nov 2022 Landmark Mortgages Limited Not upheldMortgagesDRN-3792023 The complaint Mr and Mrs T’s settlement offer for their outstanding loan debt was rejected in 2015 by Landmark Mortgages Limited trading as NRAM. They complain that Landmark secretly decided it would accept a higher offer, which they could’ve afforded, but never told them. What... (3 pages)View decision -
Decision Reference DRN0992555
3 Oct 2013 HFO Services Limited Not upheldBanking and creditMs H complains that she has been harassed by HFO Services Limited (HFO) in pursuit of an outstanding debt and that the amount claimed by HFO is incorrect.backgroundMs H’s debt of £2,031.97 was assigned to HFO in February 2008. HFO and Ms H exchanged correspondence and had a number of tele... (2 pages)View decision -
Decision Reference DRN1773386
2 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr J has complained that he wasn’t kept up to date by National Westminster Bank Plc (“NatWest”) about a debt he had with them.backgroundMr J took out a credit card with NatWest in 2006. Unfortunately he fell into financial difficulty in 2012 and wasn’t able to keep u... (2 pages)View decision
