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 69825 results
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Decision Reference DRN4171897
21 Nov 2013 BCW Group Limited Not upheldBanking and creditMrs D complains that BCW Group Limited is pursuing her for a debt that she has already settled.backgroundMrs D borrowed £400 in October 2007. Mrs D says that she moved house soon after and that, despite contacting the lender several times between 2007 and 2010, heard nothing more from i... (2 pages)View decision -
Decision Reference DRN0639662
19 Mar 2014 Vanquis Bank Limited Not upheldBanking and creditMiss F complains that she has been pursued by Vanquis Bank Limited for a debt which is not hers. She wants any adverse information to be removed and compensation for distress and inconvenience.background Miss F says that she was contacted by an agent of Vanquis who had been instructed to... (2 pages)View decision -
Decision Reference DRN7716522
22 Jun 2015 Drydens Limited Not upheldBanking and creditMr P complains that Drydens Limited (the business) is chasing him for an outstanding debt but has not provided him with the details proving he owes the money.backgroundMr P says that he was paying £30 per month to a debt collection company but that he had no informatio... (2 pages)View decision -
Decision Reference DRN-4278723
9 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4278723 The complaint Mr H says Admiral Insurance (Gibraltar) Limited provided poor service after he cancelled his motor insurance policy, leading to an adverse credit marker being added to his record and left there for too long. What happened Mr H says he called Admiral to cancel his ... (2 pages)View decision -
Decision Reference DRN3731965
20 Jun 2016 Santander UK Plc Not upheldBanking and creditMiss T complains that Santander UK Plc wants her to pay money that she doesn’t owe. She wants Santander to refund the payments her father made without her knowledge or permission.backgroundMiss T opened an account with Santander (previously Alliance & Leicester). In ... (3 pages)View decision -
Decision Reference DRN9952710
14 Jun 2019 Capquest Debt Recovery Limited Not upheldBanking and creditMiss C complains that Capquest Debt Recovery Limited obtained a County Court Judgment (CCJ) for a debt she says she’s already settled. She wants the CCJ set aside and the entry removed from her credit file.backgroundMiss C tells us that several years ago she fell into ... (3 pages)View decision -
Decision Reference DRN-4650759
27 Mar 2024 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-4650759 The complaint Mr B complains that PRA Group (UK) Limited trading as PRA Group is attempting to collect an unenforceable debt. What happened In 2017 PRA Group acquired a credit card debt of £7,590.70 from a business I’ll refer to as B. Notices of Assignment were issued by both P... (2 pages)View decision -
Decision Reference DRN-4000326
20 Mar 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4000326 The complaint Mrs S complains that Lantern Debt Recovery Services Ltd is unfairly pursuing her for an outstanding debt. What happened In March 2022 Lantern purchased a debt in Mrs S’ name from another business I’ll call C. Mrs S has explained that she had an account with C but... (2 pages)View decision -
Decision Reference DRN-2404083
24 Mar 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2404083 The complaint Miss C complains that Shop Direct Finance Company Limited (SDFC) didn’t treat her fairly when she experienced financial difficulties. Miss C is represented by Mrs G, but for the purpose of this decision I have referred to Miss C throughout. What happened Miss C go... (4 pages)View decision -
Decision Reference DRN-2237995
15 Oct 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2237995 The complaint Mr F complains that Santander UK plc (Santander) sent him inappropriate letters regarding his credit card debt. What happened Mr F has a credit card account with Santander and in July 2019 he received a letter from them advising his account was classified as being... (3 pages)View decision
