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 77095 results
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Decision Reference DRN1537803
5 Jan 2016 PDHL Limited Not upheldBanking and creditMr H complains that PDHL Limited gave him misleading advice about a debt management plan.backgroundMr H originally took out a plan with another company which I shall call Z. In 2013 PDHL took over Mr H’s account from Z. In 2014 Mr H queried various matters with PDH... (2 pages)View decision -
Decision Reference DRN-2729512
7 May 2021 Barclays Bank UK PLC UpheldConsumer CreditDRN-2729512 The complaint Ms E is unhappy that Barclays Bank UK PLC sold her account to a debt collection agency without informing her. What happened Ms E had a loan with Barclays which she was struggling to repay. Ms E contacted Barclays who took details of her income and expenditure and ... (3 pages)View decision -
Decision Reference DRN5593292
9 Mar 2015 Arrow Global Limited UpheldBanking and creditMiss L has complained that Arrow Global Limited will not write off a debt she owes it.backgroundfactsMiss L has a debt for £1,178 with Arrow Global. She has explained that she is unable to repay this and is suffering from terminal illness and a number of other serious health proble... (3 pages)View decision -
Decision Reference DRN9667026
16 Aug 2017 NewDay Ltd Not upheldBanking and creditMr M complains about NewDay Ltd (“the business”) registering a default against his credit file, and selling his outstanding debt to a third party. backgroundMr M previously had a credit card, which was operated by the business. In summer 2014 Mr M reached his credit li... (3 pages)View decision -
Decision Reference DRN-3745316
4 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745316 The complaint Mr H complains that NewDay Ltd trading as Marbles lent to him on his marbles and Aqua cards irresponsibly. What happened Mr H had two cards from NewDay, a marbles card (agreed in October 2016) and an Aqua card (agreed in September 2013). For simplicity, I will ref... (6 pages)View decision -
Decision Reference DRN-3746315
28 Oct 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3746315 The complaint Mrs S complains that she is being chased by debt collectors for an outstanding debt Lloyds Bank PLC (“Lloyds”) wrongly sold to it. Mrs S is also unhappy about the service she received by Lloyds when trying to resolve her complaint. What happened Mrs S held a bank ... (3 pages)View decision -
Decision Reference DRN8906244
27 Feb 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about Aviva Insurance Limited’s decision to decline his claim for legal assistance on his business policy.All references to Aviva Insurance Limited include reference to its claims-handling agents.backgroundIn 2009 Mr T took out a policy covering his business underwritten ... (3 pages)View decision -
Decision Reference DRN-2194145
2 Oct 2020 S.D. Taylor Limited Not upheldConsumer CreditDRN-2194145 The complaint Mrs B is complaining that she was told by SD Taylor Limited, trading as Loans at Home (“Loans at Home”), that she had to pay off a debt for a relative who used to live at her address. What happened Mrs B had been borrowing from Loans at Home since April 2019. Mrs ... (2 pages)View decision -
Decision Reference DRN5396397
14 Jul 2015 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank PLC, trading as Barclaycard, is requiring him to repay a debt which it had previously told him had been written off. He wants the bank to accept that he is not liable for the debt, and substantial compensation for the trouble an... (2 pages)View decision -
Decision Reference DRN-3964794
28 Feb 2023 Arrow Global Limited UpheldBanking and PaymentsDRN-3964794 The complaint Mr Q complains about recovery action taken by Arrow Global Limited and its agents when seeking to recover a debt. What happened In early 2021 Mr Q received contact from solicitors acting for Arrow. The solicitors asked Mr Q to make contact and discuss arrangements... (3 pages)View decision