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 DRN4482141
29 Oct 2014 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr A’s complaint is that Capital One (Europe) plc (“Capital One”) mis-sold him a payment protection insurance (“PPI”) policy when he took out a credit card in 2008. backgroundCapital One has upheld Mr A’s complaint and offered a settlement it said followed our guidelines. Mr A is unhap... (2 pages)View decision -
Decision Reference DRN-2916475
28 Jul 2021 MBNA Limited UpheldBanking and PaymentsDRN-2916475 The complaint Ms G complains that lending made to her by MBNA Limited was irresponsible. What happened Ms G said she applied for a credit card with MBNA in late 2018, when she already had a very considerable amount of debt. It offered to lend her £3,700, but she said this was n... (4 pages)View decision -
Decision Reference DRN5401934
14 Aug 2017 Bank of Scotland Plc Not upheldBanking and creditMrs D has complained that Bank of Scotland plc (“BoS”) is pursuing her for a shortfall balance following the repossession and sale of a property she jointly owned. Mrs D wants BoS to pursue her ex-husband (and joint mortgage holder) for the shortfall. backgroundMrs D, to... (3 pages)View decision -
Decision Reference DRN2948313
30 Nov 2017 BW Legal Services Limited Not upheldBanking and creditMr R complains that BW Legal Services Limited phoned him at work about his son’s debt, that the caller misrepresented that she was a solicitor and that it disclosed his son’s confidential account information to him.backgroundBW Legal Services is a regulated debt colle... (2 pages)View decision -
Decision Reference DRN4177737
16 Oct 2014 Arrow Global Limited UpheldBanking and creditMr A complains that Arrow Global Limited has pursued him for the outstanding balance on an account which was opened fraudulently in his name. backgroundWhen Mr A began receiving payment demands from two separate credit card providers for debts he did not recognise, he wrote to both provi... (2 pages)View decision -
Decision Reference DRN0613876
16 Mar 2015 Capital One (Europe) plc Not upheldBanking and creditMs M complains about a default that has been registered against her by Capital One (Europe) plc and about the lack of communication with her about the credit card debt she owes. backgroundMs M is unhappy that Capital One did not make arrangements with her to put in pla... (2 pages)View decision -
Decision Reference DRN-3301737
20 Feb 2022 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-3301737 The complaint Mrs D complains that Creation Financial Services Limited incorrectly told her that her debt had been cleared. What happened Mrs D says she spoke to Creation on 4 May 2020 about support for her credit card debt. She says she applied for and was given a three-month ... (2 pages)View decision -
Decision Reference DRN8175108
12 Mar 2015 Black Horse Limited UpheldBanking and creditMr C has complained about Black Horse Limited’s handling of a debt he owed it, and an associated critical illness payment.background Mr C entered into a loan agreement with Black Horse. The account fell into arrears, and Black Horse passed the debt on to a third party. Mr C also held an... (2 pages)View decision -
Decision Reference DRN7498099
20 Feb 2017 Kapama Limited UpheldBanking and creditMiss M is unhappy about the amount of money Kapama Limited (Kapama) is asking her to pay. backgroundMiss M took out a loan for £100. The debt was purchased by Kapama who had instructed a debt collector to collect the loan. The debt had increased to £815. Miss M didn... (2 pages)View decision