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 DRN0987390
29 Dec 2015 HCC International Insurance Company Plc Not upheldInsurance (excluding PPI)S, a company complains that HCC International Insurance Company Plc won’t pay the full amount of the debt, subject to policy limits, owing to it from an insolvent company under its Constructor whole turnover Credit policy.backgroundIn March 2015 S made a claim to HCC fo... (2 pages)View decision -
Decision Reference DRN6802064
1 Feb 2018 Elevate Credit International Limited UpheldBanking and creditMr P complains that he obtained credit and took out loans with Elevate Credit International Limited (trading as Sunny) in 2014 and 2015. He says that he couldn’t afford these loans. Mr P also complains that it wasn’t right for Sunny to pass his debts to a debt collect... (9 pages)View decision -
Decision Reference DRN-3887798
25 Jan 2023 Crosslight Advice Not upheldConsumer CreditDRN-3887798 The complaint Mr M complains about the way Crosslight Advice handled an appointment for debt advice. What happened Last year, Mr M arranged an appointment with Crosslight for debt advice. Mr M’s told us the advisor didn’t introduce themselves at the start of the call. Mr M comp... (2 pages)View decision -
Decision Reference DRN8201333
8 Nov 2018 Kapama Limited UpheldBanking and creditMr S has raised a complaint about the administration of his account, in particular the validity and amount of the outstanding debt.backgroundMr S took out a loan in 2011. The company he borrowed from has now gone into liquidation and his debt has been sold to a third ... (3 pages)View decision -
Decision Reference DRN0214615
10 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr M has complained Bank of Scotland plc, trading as Halifax, keeps sending him letters requiring him to pay a disputed debt on his credit card. He believes this is harassment.backgroundMr M disputed a payment on his Halifax credit card account. He wasn’t willing to di... (2 pages)View decision -
Decision Reference DRN-4163255
8 Jun 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4163255 The complaint Mr D is unhappy that Capital One (Europe) plc sold his account to a debt purchasing company (DPC) but can’t confirm to which exact company within the DPC’s group it was sold to. What happened Capital One defaulted Mr D’s credit accounts in 2019 and sold the outsta... (3 pages)View decision -
Decision Reference DRN6858705
4 Dec 2014 Lowell Portfolio I Ltd Not upheldBanking and creditMr Z complains that Lowell Portfolio I Ltd (LP) is pursuing him for an unenforceable debt and it has not engaged with him fully in his complaint.backgroundMr Z has a sizeable credit card debt. He challenged the bank which supplied the credit card about the enforceability of that debt. He... (2 pages)View decision -
Decision Reference DRN0114071
12 Aug 2019 NewDay Ltd Not upheldBanking and creditMr D complains that although NewDay Ltd has passed his debt to a collection agency, it’s still asking him for money. He doesn’t want to be charged interest, and he doesn’t want to be charged twice.backgroundMr D contacted us because he thought something had gone wrong with payments to a cr... (2 pages)View decision -
Decision Reference DRN9507256
17 Jan 2014 Asset Mortgage Solutions Limited Not upheldBanking and creditMr and Mrs N complain that Asset Mortgage Solutions Ltd – a mortgage broker – recommended a mortgage that was unsuitable for them.backgroundIn 2007, the broker recommended that Mr and Mrs N take a further advance with their existing lender on an interest only basis. The reason for the... (2 pages)View decision -
Decision Reference DRN5307677
25 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMiss B complains that National Westminster Bank Plc failed to respond positively and sympathetically to the financial difficulties she is facing and it has refused to refund charges.backgroundMiss B says that she lost her job and her relationship broke down in 2007 and she had to accep... (2 pages)View decision
