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 69943 results
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Decision Reference DRN5465334
26 Apr 2013 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)This complaint arises from DAS’ decision to decline Mr C’s legal expenses insurance claim.backgroundSince 2008 Mr C had been in dispute with his bank over the outstanding debt under a credit card agreement. Mr C refuted the allegation and wished to take legal action against the debt colle... (3 pages)View decision -
Decision Reference DRN-2452778
17 Feb 2021 Shoosmiths LLP UpheldConsumer CreditDRN-2452778 The complaint Mrs S complains that Shoosmiths LLP unfairly issued court proceedings in order to recover a debt she owed. She wants the proceedings to be withdrawn and any additional costs waived. What happened Mrs S tells us that she owes a debt to a business I’ll refer to as ”... (3 pages)View decision -
Decision Reference DRN4608618
3 Dec 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundIn 2005, Mr and Mrs M had a mortgage, and following a recommendation from L&G re-financed it with another lender. In doi... (3 pages)View decision -
Decision Reference DRN-3301737
20 Feb 2022 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-3301737 The complaint Mrs D complains that Creation Financial Services Limited incorrectly told her that her debt had been cleared. What happened Mrs D says she spoke to Creation on 4 May 2020 about support for her credit card debt. She says she applied for and was given a three-month ... (2 pages)View decision -
Decision Reference DRN8175108
12 Mar 2015 Black Horse Limited UpheldBanking and creditMr C has complained about Black Horse Limited’s handling of a debt he owed it, and an associated critical illness payment.background Mr C entered into a loan agreement with Black Horse. The account fell into arrears, and Black Horse passed the debt on to a third party. Mr C also held an... (2 pages)View decision -
Decision Reference DRN5295945
21 Mar 2019 Santander UK Plc Not upheldBanking and creditMiss D is unhappy that Santander UK Plc (“Santander”) have passed her debt onto a third party debt collection agency (“the third-party agency”) to manage. backgroundMiss D holds a credit card with Santander. She fell into arrears and entered into a payment arrangement i... (2 pages)View decision -
Decision Reference DRN7498099
20 Feb 2017 Kapama Limited UpheldBanking and creditMiss M is unhappy about the amount of money Kapama Limited (Kapama) is asking her to pay. backgroundMiss M took out a loan for £100. The debt was purchased by Kapama who had instructed a debt collector to collect the loan. The debt had increased to £815. Miss M didn... (2 pages)View decision -
Decision Reference DRN3165931
7 Jun 2016 Victorstone Financial Limited UpheldBanking and creditMr H complains that Victorstone Financial Limited has mis-managed his debt management plan and cannot account for all the money he has paid to it.backgroundMr H entered into a debt management plan with Victorstone in 2012. This involved his making a monthly lump sum pay... (3 pages)View decision -
Decision Reference DRN3795572
19 Mar 2019 Santander UK Plc UpheldBanking and creditMiss S complains that Santander UK Plc delayed applying a default to her credit file. Had it been applied sooner, six years would now have passed and the default would’ve been removed from her credit file. She would like the default removed from her credit file. Mi... (2 pages)View decision -
Decision Reference DRN-3690725
9 Sep 2022 Provident Personal Credit Limited UpheldConsumer CreditDRN-3690725 The complaint Ms M complains that Provident Personal Credit Limited (Provident) mis-managed her account after she told it she was having financial difficulties as well as providing details of her health problems. What happened In October 2020, Ms M told Provident about her heal... (6 pages)View decision
