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 70502 results
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Decision Reference DRN3724210
30 Sep 2016 RG Debt Management Services Limited Not upheldBanking and creditMrs P complains that she was not properly informed before entering into a debt management plan (DMP) through RG Debt Management Services Limited (trading as Debt Line).backgroundMrs P contacted Debt Line in 2011 and it recommended the DMP. She agreed to have the DMP b... (2 pages)View decision -
Decision Reference DRN3442892
3 Sep 2015 Cabot Financial (UK) Limited UpheldBanking and creditMs M complains that Cabot Financial (UK) Limited asked her to repay a debt that she believes is statute barred.backgroundIn 2001 Ms M owed money to a bank, which she didn’t pay back. The bank later sold the debt to a company I’ll call E. Then E sold the debt to Cab... (2 pages)View decision -
Decision Reference DRN-3036384
8 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3036384 The complaint Mr E said he owed some money on a credit card, but when he went to a branch of HSBC UK Bank Plc to pay it off, he was told it had been written off. Mr E says he doesn’t have the money now, but he’s being chased to pay this debt. He doesn’t think he should have to ... (6 pages)View decision -
Decision Reference DRN2479766
10 Sep 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMr W complains Haydon Associates Debt Management Consultants Ltd (trading as “Resolve Money Matters”) agreed to help him reduce his debts but hasn’t done so.backgroundIn June 2013 Mr W agreed that Resolve Money Matters would help him reduce his debts. Resolve Money Matt... (2 pages)View decision -
Decision Reference DRN8333485
10 Sep 2018 Clydesdale Bank Plc Not upheldBanking and creditMr H complains on behalf of C, a limited company, that Clydesdale Bank Plc sold its debt onto a business (P) that isn’t regulated by the Financial Conduct Authority (“FCA”). He alsocomplains that the debt (the outstanding balance from C’s tailored business loan (TBL... (7 pages)View decision -
Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-2301807
12 Mar 2021 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-2301807 The complaint Mrs S complains that the mortgage recommended by St. James's Place Wealth Management Plc wasn’t suitable for her needs. What happened Mrs S sought advice from St. James in 2017. She had an existing mortgage of about £92,000 and unsecured debts of about £66,00... (4 pages)View decision -
Decision Reference DRN5060953
11 Oct 2016 1st Credit Limited UpheldBanking and creditMiss E complains that 1st Credit Limited wrongly told the business managing her debt management plan that the debt she owed had been cleared. Around six months later she received letters from another debt collection company telling her she still owed more than £1,000.bac... (2 pages)View decision -
Decision Reference DRN3363051
23 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr P complains that Lloyds Bank plc has passed a business debt to a debt collection agency without telling him. He is concerned because he has not heard of the agents that are now dealing with the debt.backgroundMr P had a business account with the bank where there are... (2 pages)View decision -
Decision Reference DRN-2274941
18 Dec 2020 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-2274941 The complaint Miss R says Lowell Financial Limited is treating her unfairly because it will not remove two separate defaults from her credit file on two different debts that it holds. What happened Miss R says that her extreme personal circumstances and failings of the firms wi... (3 pages)View decision
