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 74313 results
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Decision Reference DRN4237989
17 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMs J complains about National Westminster Bank Plc’s failure to inform her that she was liable for an overdraft on a joint bank account with her ex-husband. background In June 2015, both Ms J and her ex-husband asked for Ms J to be removed from their joint bank account... (2 pages)View decision -
Decision Reference DRN-4892154
1 Aug 2024 Lowell Financial Ltd Not upheldConsumer CreditDRN-4892154 The complaint Mr B complains about Lowell Financial Ltd contacting him regarding debts he’d unable to repay. What happened Between 2015 and 2022 Lowell purchases several debts in Mr B’s name. Four accounts relate to credit agreements Mr B had taken out and three relate to c... (2 pages)View decision -
Decision Reference DRN7775199
13 Oct 2015 Sterling Financial Security Ltd UpheldBanking and creditMiss M complains Sterling Financial Security Ltd agreed to help her reduce her debts but hasn’t done so.backgroundIn 2009 Miss M agreed that Sterling Financial Security – known as “Best Solution” – would help reduce her debts. Miss M paid £150 a month to Best Solutio... (2 pages)View decision -
Decision Reference DRN-2257174
22 Dec 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2257174 The complaint Ms W complains that Vanquis Bank Limited was irresponsible when giving her a credit card and credit limit increase. She also complains about the way Vanquis treated her when it was chasing her for payments. What happened In October 2014 Ms W was successful in appl... (3 pages)View decision -
Decision Reference DRN7282561
25 Jan 2018 Capital One (Europe) plc Not upheldBanking and creditMr M complains that Capital One (Europe) plc told him that interest would not be applied to his credit card account when he told them that he was in financial difficulties and then applied it anyway. He wants: £300 he has wrongly paid as a result of this to be retu... (4 pages)View decision -
Decision Reference DRN-2715453
14 Apr 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2715453 The complaint Mr D has complained that Hoist Finance UK Limited didn’t send him the documents he asked for. What happened This complaint is about a credit card account from 2013, which was sold to Hoist in 2018. In 2020, Mr D asked Hoist for certain documents such as the credit... (2 pages)View decision -
Decision Reference DRN2129543
11 Mar 2016 Compagnie Francaise d'Assurance pour le Commerce E Not upheldInsurance (excluding PPI)D has complained about Compagnie Francaise d’Assurance pour le Commerce Exterieur (Coface) as it says, in respect of a debt D wants cover for, under its credit insurance policy, that the policy is suspended because the debt is disputed.backgroundD, a manufacturer, s... (2 pages)View decision -
Decision Reference DRN4724909
26 Feb 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr K complains Lowell Portfolio I Ltd chased him for a debt that wasn’t his and he was refused credit as a result. background In March 2014 Mr K was contacted by Lowell, chasing a debt it had bought from a third party lender. The debt didn’t belong to Mr K. But, when he told Lowell... (2 pages)View decision -
Decision Reference DRN2919637
16 Oct 2014 WDFC UK Limited UpheldBanking and creditMiss D complains about a loan from WDFC UK Limited trading as Wonga.com (“Wonga”). Miss D says she repaid Wonga but was then pursued for the same debt by a debt collection company more than two years later, and paid it a second time. Miss D wants a refund and compensation from Wonga... (3 pages)View decision -
Decision Reference DRN-3423665
16 May 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3423665 The complaint Mrs L and Mr L complain about National Westminster Bank Plc (NWB) and the decision to pass their defaulted accounts to a debt collection agent. What happened Mrs L and Mr L held accounts with NWB for several years. But they struggled to manage these accounts due t... (3 pages)View decision
