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 DRN-2832291
23 Aug 2021 Nationwide Building Society Not upheldMortgagesDRN-2832291 The complaint Mr and Mrs B’s complaint is about additional borrowing they applied for on their mortgage with Nationwide Building Society. They are unhappy that whilst the decision in principle was an accept, Nationwide later declined the application, leaving them in a difficult... (4 pages)View decision -
Decision Reference DRN-4000326
20 Mar 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4000326 The complaint Mrs S complains that Lantern Debt Recovery Services Ltd is unfairly pursuing her for an outstanding debt. What happened In March 2022 Lantern purchased a debt in Mrs S’ name from another business I’ll call C. Mrs S has explained that she had an account with C but... (2 pages)View decision -
Decision Reference DRN7336968
24 May 2019 Capquest Debt Recovery Limited UpheldBanking and creditMr C complains that Capquest Debt Recovery Limited continued to chase him for debt that didn’t belong to him, even after he made them aware.backgroundMr C started receiving letters from Capquest in May 2017. Capquest explained they were chasing an outstanding debt t... (2 pages)View decision -
Decision Reference DRN5568100
13 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc shouldn’t have passed the overdraft debt on his business account to their debt recovery team. He wants this action reversed and his account reopened as he says that he was ill and this hindered his ability to make payments. He’d also l... (2 pages)View decision -
Decision Reference DRN-2263614
14 Dec 2020 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-2263614 The complaint Mr S has complained about Link Financial Outsourcing Limited chasing him for a debt which he feels should’ve been covered by a previous Payment Protection Insurance (PPI) policy. What happened This complaint is about a credit card account which Link began managing... (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 DRN-2002032
10 Aug 2020 Elderbridge Limited Not upheldMortgagesDRN-2002032The complaintMr W is unhappy that Elderbridge Limited won’t remove a charge from the title of a property he owns. He believes the secured loan the charge was associated with was written-off by the original lender, or can’t be pursued by it, and so the charge should be removed. W... (3 pages)View decision -
Decision Reference DRN2058634
14 May 2018 Link Financial Outsourcing Limited Not upheldBanking and creditMiss C complains that she’s being pursued by Link Financial Outsourcing Limited for a debt that’s unenforceable. She’s being helped with her complaint by a representative.backgroundA debt that was owed by Miss C to a third party was transferred to the current cred... (2 pages)View decision -
Decision Reference DRN5115943
8 Apr 2016 Shop Direct Finance Company Limited UpheldPayment protection insurance (PPI)Mr H is complaining that Shop Direct Finance Company Limited (‘Shop Direct’) mis-sold him a payment protection insurance (‘PPI’) policy. He’s unhappy with the amount it’s paid him in compensation. backgroundMr H took out a store card in February 2005. PPI was added to ... (3 pages)View decision -
Decision Reference DRN-2235442
7 Dec 2020 Arrow Global Limited Not upheldConsumer CreditDRN-2235442 The complaint Mr E complains about Arrow Global Limited’s actions when trying to recover a debt. What happened In December 2011 Arrow acquired a credit card debt from the original lender. On 15 January 2012 Arrow sent Mr E a notice of assignment to confirm the balance of £2,610... (3 pages)View decision
