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 70898 results
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Decision Reference DRN5810878
4 Oct 2019 HSBC UK Bank Plc UpheldBanking and creditComplaintMr L complains, in summary, that HSBC UK Bank Plc is asking him to pay back more than he considers he should pay towards the debt showing on his current account – which was part of a debt management plan.Background Mr L has been in a debt management plan since 2011, with monthly p... (2 pages)View decision -
Decision Reference DRN-2395568
1 Dec 2020 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2395568 The complaint Ms S is unhappy with how Shop Direct Finance Company Limited trading as ‘very’ handled her catalogue shopping account. What happened In 2015, Ms S took out a catalogue shopping account with very. In mid-2017, Ms S was struggling financially and received some admin... (3 pages)View decision -
Decision Reference DRN2757113
22 Feb 2017 TSB Bank plc Not upheldBanking and creditMr C complains that TSB Bank plc sold his credit card debt to a debt collection agency.background Mr C lost his job and fell into financial difficulties. He had a significant credit card debt and in June 2016 entered into an arrangement with the bank to pay £5 per... (1 page)View decision -
Decision Reference DRN8037918
31 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMs R complains that NEO Media Solutions Limited (trading as One Debt Solution) charged excessive fees and did not distribute payments to her creditors.backgroundOur adjudicator recommended that the complaint be upheld. In summary she said: as NEO had not had any success in recovering mo... (2 pages)View decision -
Decision Reference DRN8890301
3 Jun 2015 Churchwood Financial Limited UpheldBanking and creditMrs G complains, on behalf of herself and Mr G, that Churchwood Financial Limited (“the firm”) mis-sold them a debt management plan (“DMP”). backgroundIn April 2009, Mrs G was cold-called by the firm to discuss with her its debt management services. Following discussions... (3 pages)View decision -
Decision Reference DRN4964548
6 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMs D and Mr P complain about the mortgage advice given to them by Legal & General Partnership Services Limited. Ms D and Mr P are represented by a solicitor. They ask for compensation.backgroundMs D and Mr P took out a mortgage in 2006 recommended by Legal & G... (2 pages)View decision -
Decision Reference DRN9462039
12 Jun 2018 National Westminster Bank Plc Not upheldBanking and creditMr F complains that National Westminster Bank Plc paid a direct debit causing his business account to become overdrawn. Mr F asks that NatWest reverses the transaction and pays compensation.backgroundIn May 2017 Mr F asked NatWest to reclaim seven years of direct debit ... (3 pages)View decision -
Decision Reference DRN6331655
20 Aug 2014 National Westminster Bank Plc Not upheldBanking and creditMiss M complains about the service provided by National Westminster Bank Plc to a company of which she was a director. She wants a refund of charges made by the bank on the company’s account, and compensation for the time and trouble it has taken her to try and resolve various issues re... (2 pages)View decision -
Decision Reference DRN5675062
16 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs K complain that Legal & General Partnership Services Limited gave them unsuitable mortgage advice.backgroundMr and Mrs K had an existing mortgage and a number of unsecured debts. L&G recommended in October 2005 that they re-mortgage and consolidate uns... (2 pages)View decision -
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
