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 74386 results
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Decision Reference DRN8792621
15 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditBarclays Bank UK PLC won’t write off the amount Mr M owes on a credit card.backgroundMr M asked Barclays to write the amount off because his financial circumstances were such that he didn’t feel he could ever repay it. Barclays looked at Mr M’s income and expense... (3 pages)View decision -
Decision Reference DRN-2100011
25 Sep 2020 U K Insurance Limited Not upheldInsuranceDRN-2100011The complaintMiss M complains that U K Insurance Limited (“UKI”) registered a default on her credit file. What happenedMiss M had a car insurance policy with UKI. She had a credit agreement with it that required her to make monthly payments for the policy. In September 2019 she ... (3 pages)View decision -
Decision Reference DRN-2115239
4 Sep 2020 Bank of Scotland Plc UpheldMortgagesDRN-2115239The complaintMr S complains that Bank of Scotland plc (trading as Halifax) has been pursuing him for an incorrect amount through a debt recovery company, following the sale of his property that left him with a shortfall. What happenedMr S owned a property mortgaged through Halif... (3 pages)View decision -
Decision Reference DRN0333870
15 Jun 2016 Santander UK Plc UpheldBanking and creditMr L complains that Santander UK Plc has not treated him fairly in that it gave him incorrect information about how to deal with a debt on a joint account which he held with his ex-wife. This led to the account remaining outside its limits and a default being appl... (2 pages)View decision -
Decision Reference DRN7358131
4 Sep 2015 Link Financial Outsourcing Limited Not upheldBanking and creditMr S complains that Link Financial Outsourcing Limited pursued him for a debt it wrongly said he owed, wrongly recorded a default on his credit reference file and did not deal with him properly. He says Link should compensate him for extra mortgage costs, inconv... (2 pages)View decision -
Decision Reference DRN4680242
30 Jan 2019 Next Retail Limited Not upheldBanking and creditMs D complains that Next Retail Limited won’t write-off her debt.backgroundMs D entered into a credit agreement with Next in May 2017 and Next says that she ran up a debt with purchases made in November and December 2017. It says that she contacted it about the debt ... (2 pages)View decision -
Decision Reference DRN7710470
12 Jan 2017 Clark Richards Limited Not upheldBanking and creditMr H complains that Clark Richards Limited, trading as Clark Richards Financial Management, (“CRL”), didn’t provide him with appropriate information about a debt management plan (“DMP”) with it. The complaint is brought to this service on Mr H’s behalf by a claims manage... (2 pages)View decision -
Decision Reference DRN4608155
17 Mar 2020 Capquest Debt Recovery Limited UpheldBanking and creditMr L has complained Capquest Debt Recovery Limited is pursuing him for a debt that isn’t his.backgroundAfter getting a letter from Capquest asking him to repay a catalogue shopping debt, Mr L told them this wasn’t his debt. He provided Capquest with the evidence they requested to show his ... (2 pages)View decision -
Decision Reference DRN2949454
10 Aug 2017 PRA Group (UK) Limited Not upheldBanking and creditMr B complains that PRA Group (UK) Limited has refused to accept a reduced settlement for a debt.backgroundA few years ago Mr B experienced financial difficulties and accumulated debts, some of which he has cleared by making settlement offers to his creditors.PRA purc... (2 pages)View decision -
Decision Reference DRN-3672901
30 Aug 2022 Santander UK Plc Not upheldMortgagesDRN-3672901 The complaint Ms H complains that Santander UK Plc (“Santander”) agreed to take the proceeds of a shortfall sale as full and final settlement of her mortgage but later passed the residual balance on to a debt collection agent. What happened Ms H took out an interest-only mortga... (5 pages)View decision
