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 DRN3641588
11 Sep 2014 RG Debt Management Services Limited Not upheldBanking and creditMr M complains that RG Debt Management Services Limited, trading as Debt Line, failed to provide him with a satisfactory service. He is seeking a refund of Debt Line’s management fees.backgroundMr M entered into a debt management plan with Debt Line in February 2011. He initially agree... (2 pages)View decision -
Decision Reference DRN4660494
9 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr H and Mr J guaranteed the debts of a company C to HSBC Bank plc. They say that the way HSBC handled C’s accounts has increased the amount they owe under the guarantee.backgroundSome years ago Mr H and Mr J signed a joint guarantee of C’s debts to HSBC. When C went into administ... (2 pages)View decision -
Decision Reference DRN5512855
10 Aug 2017 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr P’s complaint is that National Westminster Bank Plc (“NatWest”) mis-sold him payment protection insurance (“PPI”) with a credit card and that NatWest has used the compensation to reduce the outstanding balance.backgroundNatWest upheld Mr P’s complaint and made him an... (3 pages)View decision -
Decision Reference DRN-1382377
17 Nov 2020 Debt Managers (Services) Limited UpheldConsumer CreditDRN-1382377 The complaint Mr W complains that Debt Managers (Services) Limited are chasing him for a debt that isn’t his. He also complains that the resulting marker on his credit file has prevented him from getting mortgages. What happened Mr W said he received a letter from a debt manage... (2 pages)View decision -
Decision Reference DRN-3361763
25 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3361763 The complaint Mrs A complains that HSBC UK Bank Plc (HSBC) incorrectly told her that a debt she had fully paid off would be reported to the credit reference agencies as ‘partially satisfied’. She also says that HSBC also did not consider the evidence she submitted in support of... (3 pages)View decision -
Decision Reference DRN-2197538
30 Nov 2020 Hoist Finance UK Limited Not upheldBanking and PaymentsDRN-2197538 The complaint Mr W complains that Hoist Finance UK Limited hasn’t accepted an offer of settlement he’s made regarding the repayment of a debt. He also complains about the entry its recorded on his credit file and says it misleading. What happened Mr W tells us that he’d been m... (3 pages)View decision -
Decision Reference DRN6923433
6 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs H complains that HSBC Bank Plc treated her unfairly when her debt was being handled under a debt management plan because it continued to receive money after it wrote the debt off and has put a default marker on her credit file.backgroundMrs H was struggling with he... (2 pages)View decision -
Decision Reference DRN3565594
14 Sep 2015 Baines & Ernst Limited Not upheldBanking and creditMr L had a debt management plan (DMP) with Baines & Ernst Limited. He complains that it allocated his payments to the wrong account. So a county court judgment (CCJ) was issued against his wife. And a charging order may be issued against his home.backgroundMr L a... (2 pages)View decision -
Decision Reference DRN7485284
9 Sep 2016 Kapama Limited UpheldBanking and creditMr C complains that Kapama Limited didn’t follow the correct procedures when his debt for a payday loan was transferred to it from a previous company. He wants his debt written off and removed from his credit file. He’s also unhappy that a default was recorded on his... (2 pages)View decision -
Decision Reference DRN0918614
3 Oct 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs B, represented by a claims management company, complain that they were mis-sold a mortgage by an approved representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs B acted on a recommendation from L&G to re-mortgage. Because this ... (2 pages)View decision
