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 DRN4309469
25 Aug 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMs W complains that Haydon Associates Debt Management Consultants Ltd t/a Resolve (“Resolve”) gave her poor advice, causing her debts to increase rather than decrease.backgroundIn 2013 Ms W entered into a debt management plan (“the plan”) with Resolve. She did this follo... (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 DRN5653190
7 Nov 2017 PRA Group (UK) Limited Not upheldBanking and creditMr H, on behalf of his wife Mrs H, complains that PRA Group (UK) Limited hasn’t provided any evidence it bought her credit card debt or details of how much it paid for the debt.backgroundMrs H had a credit card debt. She says PRA has said it now owns the debt ... (2 pages)View decision -
Decision Reference DRN0222296
9 Jan 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr P complains about Cabot Financial (Europe) Limited’s response to his subject access request (or “SAR”). He also complains that it refused to suspend its debt collections process while he challenged a debt it was pursuing him for.backgroundIn 2007 Mr P took out a l... (3 pages)View decision -
Decision Reference DRN8017035
23 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMr P complains that National Westminster Bank Plc (‘NatWest’) passed a debt to a third party without his knowledge.backgroundMr P had an account with NatWest. He didn’t realise it’d gone overdrawn. And he’s unhappy NatWest sold the debt to another company without discus... (2 pages)View decision -
Decision Reference DRN-3435584
19 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3435584 The complaint Miss S complains that AvantCredit of UK, LLC have sold her debt and adverse information has been added to her credit file. What happened Miss S had a complaint against Avant for unaffordable lending upheld. Miss S agreed a repayment plan for the capital amount of ... (3 pages)View decision -
Decision Reference DRN-5037563
11 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037563 The complaint Ms M complains that HSBC UK Bank Plc has treated her unfairly and provided poor customer service when her credit card account fell into persistent debt. What happened In November 2023 Ms M tried to use her credit card but she found it was blocked. She telephone... (7 pages)View decision -
Decision Reference DRN6606005
7 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMr N complains that his debt with Lloyds Bank plc should be written off as the company to which he owes money is Lloyds TSB and it no longer exists.backgroundMr N has both a current account and a credit card with Lloyds TSB. He says he was not told when the bank ... (1 page)View decision -
Decision Reference DRN3265153
13 Jan 2020 Sesame Limited Not upheldBanking and creditMr and Mrs S complain they were mis-sold a mortgage by an appointed representative of Sesame Limited.backgroundMr and Mrs S complain about an interest-only mortgage they took out in 2007, having received advice from Sesame’s representative.Mr and Mrs S say the mortgage wasn’t right for the... (3 pages)View decision -
Decision Reference DRN6103472
10 Apr 2018 Firstplus Financial Group Plc Not upheldPayment protection insurance (PPI)Mrs D is unhappy with how Firstplus Financial Group Plc (Firstplus) has used the compensation it offered her to settle a complaint about a mis-sold payment protection insurance (PPI) policy.backgroundIn 2006 Mrs D took out a secured loan through Firstplus and at the same ... (5 pages)View decision
