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 DRN1377339
29 Nov 2019 PRA Group (UK) Limited Not upheldBanking and creditMrs A complains about the service that she’s received from PRA Group (UK) Limited in connection with her credit card debt. backgroundMrs A had a credit card debt with a credit card provider of £3,598.74 that was assigned to a third party in August 2012 and then to PRA Group in January 2015... (3 pages)View decision -
Decision Reference DRN3331053
30 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMiss B complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do.backgroundMiss B entered into a debt reduction agreement with One Debt So... (2 pages)View decision -
Decision Reference DRN5936444
31 Mar 2016 Lowell Portfolio I Ltd UpheldBanking and creditMr P complains Lowell Portfolio I Ltd, (“Lowell”), pursued him for a debt that had already been established wasn’t his.backgroundLowell bought an existing account from another lender in 2015. It then contacted Mr P to seek repayment.Mr P said he’d previously informed t... (2 pages)View decision -
Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN-3480781
26 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3480781 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) affected his credit rating. What happened Mr S had three credit cards from Barclaycard. The key facts are shown below: Card A Date Limit April 2020 £12,000 September 2020 £10,700 June 20... (5 pages)View decision -
Decision Reference DRN4988280
11 May 2017 Foundation for Credit Counselling UpheldBanking and creditFoundation for Credit Counselling, trading as Stepchange, set up a Debt Management Plan (DMP) in May 2016 for Mr and Mrs S. They complain that their DMP erroneously included debts relating to two secured loans. They say that this error had a negative impact on their ... (2 pages)View decision -
Decision Reference DRN8285924
26 Aug 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr S complained that HSBC Bank Plc (HSBC) mis-sold him PPI policies taken out with three loans. Mr S is unhappy with the compensation offered to settle his complaint. backgroundMr S took out three PPI policies associated with three loans (references ending 3331, 7200 and ... (3 pages)View decision -
Decision Reference DRN0009852
30 Apr 2020 MBNA Limited Not upheldPayment protection insurance (PPI)Mr D is unhappy with the amount of compensation MBNA Limited (MBNA) has paid to him for a mis-sold payment protection insurance (PPI) policy that was associated with his credit card.backgroundMr D opened his credit card in May 1995 and at the same time took out a PPI policy. When he compla... (3 pages)View decision -
Decision Reference DRN6591688
29 Apr 2014 Bank of Scotland Plc Not upheldBanking and creditMrs and Mr R complain that Bank of Scotland plc (trading as Halifax) gave them unsuitable advice when it recommended that they should re-mortgage and consolidate unsecured debts.our initial conclusionsOur adjudicator did not recommend that their complaint should be upheld. She said... (2 pages)View decision -
Decision Reference DRN6106222
1 Aug 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr W is unhappy that The Royal Bank of Scotland Plc transferred his debt between collection agents and that one of these did not respond to a verbal settlement offer he made. He requests that the debt be waived.our initial conclusionsThe adjudicator did not recommend that t... (2 pages)View decision
