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 70772 results
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Decision Reference DRN-3296396
22 Apr 2022 First Central Insurance Management Limited Not upheldInsuranceDRN-3296396 The complaint Mr Y is unhappy with how First Central Insurance Management Limited (First Central) handled things when he wanted to cancel his motor insurance policy. What happened Mr Y took out motor insurance through First Central. He then sold his car and says he called First... (3 pages)View decision -
Decision Reference DRN-1384434
22 Jan 2020 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-1384434 The complaintMrs S complains about the way PRA Group (UK) Limited have pursued her for payment of a debt they say she owes them. What happenedMrs S had an account with a bank on which she owed in excess of £1,000. The bank sold the debt to PRA in 2012. Up until March 2018, Mrs ... (3 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 DRN-4661452
20 Mar 2024 Lendable Ltd Not upheldConsumer CreditDRN-4661452 The complaint Mr D complains that Lendable Ltd is unfairly reporting missed payments to the credit reference agencies in respect of two loans he has with it. What happened Mr D entered into two loans with Lendable. He was making contractual repayments until December 2020 when h... (3 pages)View decision -
Decision Reference DRN-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN9665984
23 Oct 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr F’s complaint is that Capital One (Europe) plc has used compensation due to him to reduce the debt it says Mr F owes on a credit card.backgroundIn 2006 Mr F got into financial difficulties and entered an Individual Voluntary Arrangement (IVA). The IVA was comple... (2 pages)View decision -
Decision Reference DRN9070349
25 Jan 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr D is unhappy with how National Westminster Bank Plc (NatWest) has resolved his complaint about a payment protection insurance (‘PPI’) policy attached to his credit card.backgroundMr D took out a credit card with NatWest in 2003. Mr D also had a PPI policy on t... (2 pages)View decision -
Decision Reference DRN8912754
31 Oct 2017 DFH Limited Not upheldBanking and creditMr F complains about a debt management plan he had with DFH Limited. He says DFH didn’t tell him he could get debt management services for free elsewhere. He’d like a refund of the fees he has paid DFH.backgroundMr F started his debt management plan with DFH in ... (2 pages)View decision -
Decision Reference DRN1723920
6 Nov 2013 The Royal Bank of Scotland Plc UpheldBanking and creditMr and Mrs D complain that The Royal Bank of Scotland plc is seeking to enforce a personal guarantee against them. backgroundMr and Mrs D signed a personal guarantee in April 2007, relating to the debts of a company. The guarantee was secured by a charge on their home. The charge was re... (2 pages)View decision -
Decision Reference DRN7739325
21 Jun 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMrs B complains about the way Cabot Credit Management Group Limited has managed her debt. backgroundMrs B took out an unsecured personal loan with a third party in 2008. The amount outstanding is around £23,000. Cabot bought the debt from in 2012, but at this time ano... (3 pages)View decision
