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 71923 results
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Decision Reference DRN0366848
13 Mar 2017 Barclays Bank Plc UpheldBanking and creditMr H says Barclays Bank PLC, trading as Barclaycard, hasn’t dealt with his outstanding debts sympathetically or positively.backgroundMr H took out two credit cards with Egg Bank: the first was taken out in 2003, the second in 2004. In 2010 Mr H got into financial diffi... (3 pages)View decision -
Decision Reference DRN5298169
22 Jan 2016 Coventry Building Society Not upheldBanking and creditMr and Mrs D complain that Coventry Building Society wouldn’t lend them more money. They also felt a member of Coventry’s staff was rude on the phone. They want Coventry to lend them the money.backgroundMr and Mrs D had a mortgage with Coventry and wanted to borrow... (2 pages)View decision -
Decision Reference DRN2409081
1 Aug 2019 BW Legal Services Limited Not upheldBanking and creditMr C is unhappy that bailiffs still visited his home after he’d contacted BW Legal Services Limited (“BW”) to arrange a settlement and prevent bailiff action.backgroundMr C had some debts, and in October 2014 BW was instructed to recover one of these debts. It seems BW tried to contact Mr ... (2 pages)View decision -
Decision Reference DRN8284582
3 Jul 2020 Arrow Global Limited Not upheldBanking and creditMr N complains that Arrow Global Limited is unfairly chasing him for a debt. This complaint has been brought on his behalf by a professional representative.backgroundMr N entered into a credit agreement with a third party. This agreement was transferred to Arrow in December 2011. And Arrow... (3 pages)View decision -
Decision Reference DRN6991179
9 May 2016 Santander UK Plc Not upheldBanking and creditMrs H’s complaint is that Santander UK Plc has unfairly pursued her for payment of two credit card debts. She says that Santander hasn’t been able to provide the original credit agreements for either account.Mrs H also says that Santander has incorrectly sent letters ab... (4 pages)View decision -
Decision Reference DRN5600286
18 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMs B complains that NEO Media Solutions Limited (trading as One Debt Solution) did not distribute payments to her creditors.backgroundOur adjudicator recommended that the complaint be upheld. In summary he said: he was not convinced the ‘debt reduction’ plan NEO set up for Ms B met t... (2 pages)View decision -
Decision Reference DRN3345586
30 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditThis complaint’s about a further advance mortgage application Mr and Mrs L made to HSBC UK Bank Plc. They’re unhappy that HSBC wouldn’t lend them the money they wanted for debt consolidation.backgroundMr and Mrs L had a mortgage with HSBC and wanted to borrow more money. Mr and Mrs L said ... (2 pages)View decision -
Decision Reference DRN7217241
20 Mar 2014 Bournes Limited UpheldBanking and creditMr H complains about a debt management plan he entered into with Bournes Limited. He says Bournes never explained how the plan would operate and payments were not distributed to his creditors as he expected them to be. He complains once he realised what had happened he pursued Bournes ... (3 pages)View decision -
Decision Reference DRN5105129
6 Jul 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr F complains that he was mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr F had a mortgage. Acting on L&G’s advice, he re-mortgaged, switching lender and consolidating some unsecured debt. This wa... (3 pages)View decision -
Decision Reference DRN-3673985
23 Sep 2022 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3673985 The complaint Miss B complains about Cabot Credit Management Group Limited’s actions when trying to collect a statue barred debt. What happened Cabot acquired a mail order debt in Miss B’s name in 2012. Cabot says its agents were instructed to collect the debt on its behalf and... (2 pages)View decision
