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 DRN4245773
20 Mar 2014 Nationwide Building Society UpheldBanking and creditMr K complains that the Nationwide Building Society applied interest and charges to an outstanding credit card debt incorrectly and that it took unjustified legal action to collect that debt.backgroundThis is a brief summary of an issue going back ten years. Mr K lost his job in 2004 an... (3 pages)View decision -
Decision Reference DRN2093744
11 Feb 2015 Hillesden Securities Limited Not upheldBanking and creditMr D complains that he is being pursued for a debt by Hillesden Securities Limited trading as Direct Legal & Collections (DLC) which does not belong to him. Further, it has recorded incorrect information on his credit file. backgroundDLC acquired a debt in 2012. It was unaware that ... (2 pages)View decision -
Decision Reference DRN6785777
26 Jan 2016 Legal & General Partnership Services Limited UpheldBanking and creditThis complaint is about a mortgage arranged for Mr and Mrs T by an adviser connected with Legal & General Partnership Services Limited (L&G).Mr and Mrs T feel they weren’t properly advised about debt consolidation and they’ve been financially disadvantaged as a r... (3 pages)View decision -
Decision Reference DRN1020905
23 Dec 2015 Creation Financial Services Limited UpheldPayment protection insurance (PPI)Mr C’s complaint is about a payment protection insurance (PPI) policy taken out with a hire purchase loan. Creation Financial Services Limited (Creation) offered compensation to settle the complaint but Mr C isn’t happy with how Creation has used the compensation.back... (5 pages)View decision -
Decision Reference DRN7218447
14 Dec 2016 DEBT CORRECT Not upheldBanking and creditMrs M complains that a debt management plan was mis-sold to her by Debt Correct. She is being helped with her complaint by a representative.backgroundMrs M entered into a debt management plan with Debt Correct in April 2013. A complaint was made to Debt Correct in ... (2 pages)View decision -
Decision Reference DRN-4040359
23 Mar 2023 Telefonica UK Limited Not upheldConsumer CreditDRN-4040359 The complaint Mr S complains that Telefonica UK Limited (“Telefonica”) treated him unfairly in relation to more than one fixed sum loan he held with it. What happened Mr S was provided with three fixed sum loans by Telefonica to finance the purchase of electronic devices. I und... (4 pages)View decision -
Decision Reference DRN3424388
28 Aug 2015 Moorgate Loan Servicing Limited Not upheldBanking and creditMiss S complains that Moorgate Loan Servicing Limited will not provide her with proof that she must pay them in respect of a debt, or of how much is owed on that debt.backgroundMiss S had a debt which was sold to another lender. Moorgate wrote to Miss S to ask her... (2 pages)View decision -
Decision Reference DRN-1865290
30 Sep 2020 Arrow Global Limited UpheldConsumer CreditDRN-1865290 The complaint Mr R complains that Arrow Global Limited (Arrow) failed to send him statements in relation to a debt it acquired. What happened In January 2013 Arrow purchased a credit card debt in Mr R’s name from another business. The credit card account had defaulted due to ar... (2 pages)View decision -
Decision Reference DRN6763888
14 Feb 2020 Arrow Global Limited Not upheldBanking and creditMiss F complains that Arrow Global Limited didn’t default two of her accounts when she entered into a debt management plan.backgroundMiss F was suffering financial difficulties so she entered into a debt management plan in January 2012. She had debts on two store card credit accounts that ... (2 pages)View decision -
Decision Reference DRN-1964239
24 Sep 2020 National Westminster Bank Plc Not upheldInsuranceDRN-1964239The complaintMiss F is complaining that National Westminster Bank Plc (“NatWest”) has used the compensation it offered for the mis-selling of payment protection insurance (“PPI”) policies to reduce the outstanding debt on the loans to which these policies were attached. What hap... (3 pages)View decision
