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 70502 results
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Decision Reference DRN9209386
3 Aug 2020 Hoist Finance UK Limited UpheldBanking and creditMr P is unhappy about the way Hoist Finance UK Limited (Hoist) pursued him for a debt.Mr P was dealing with Hoist’s appointed representatives, which means Hoist is responsiblefor their actions. To keep things simple, I’ll refer to both as “Hoist” in this decision.backgroundI set out the ba... (5 pages)View decision -
Decision Reference DRN-1733910
13 May 2020 National Westminster Bank Plc Not upheldInsuranceDRN-1733910The complaintMr J has complained about the way National Westminster Bank PLC (“NatWest”) has used the compensation it offered to pay him to settle his complaint about the mis-sale of payment protection insurance (“PPI”). What happenedMr J took out a credit card with NatWest and ... (3 pages)View decision -
Decision Reference DRN0844953
23 Sep 2013 Northern Debt Recovery Limited UpheldBanking and creditMr C complains that Northern Debt Recovery Limited (“NDR”) harassed him with demands for payment, after he told it he was in financial difficulties. He also complains that the interest and charges added to the debt were excessive and put him under more pressure.backgroundMr C took out a ... (2 pages)View decision -
Decision Reference DRN-2670980
6 Apr 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2670980 The complaint Mr B has complained that Lowell Financial Ltd are chasing him for a debt he says he doesn’t owe to them. What happened In 2020, Mr B’s credit card account was sold from the original creditor to Lowell. Lowell wrote to Mr B to let him know that they’d bought the de... (2 pages)View decision -
Decision Reference DRN0434939
30 Jul 2014 MBNA Limited UpheldBanking and creditMr D complains that MBNA Limited coerced him into making additional repayments although he was on a debt management plan and then unfairly defaulted his credit card account. He wants the default removed from his credit records and compensation for his distress. background Mr D unfortu... (2 pages)View decision -
Decision Reference DRN2959847
21 Oct 2013 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr N complains that Harrington Brooks (Accountants) Limited has not administered his debt management plan properly.background Mr N began a debt management plan (DMP) with Advanced Debt Solutions (now Harrington Brooks) in October 2007, paying £320 per month. In late 2011 he asked Harring... (2 pages)View decision -
Decision Reference DRN-4127474
18 Mar 2024 Foundation for Credit Counselling Not upheldConsumer CreditDRN-4127474 The complaint Mr C complains that Foundation for Credit Counselling trading as Stepchange Debt Charity (Stepchange) provided him with poor advice in relation to his debts. Mr C is being represented in bringing his complaint, however, I’ll refer to Mr C throughout this decision.... (3 pages)View decision -
Decision Reference DRN3603758
20 Jan 2014 Microcredit Limited Not upheldBanking and creditMr and Mrs R complain that Microcredit Limited did not allow them to repay their debts at an affordable monthly rate when they began experiencing financial difficulties.backgroundMr and Mrs R took out separate payday loans in February 2012. They did not repay their loans on the due ... (3 pages)View decision -
Decision Reference DRN1887073
28 Sep 2016 123 Debt Solutions Ltd Not upheldBanking and creditMr C and Miss B complain that 123 Debt Solutions Ltd mis-sold them a debt management plan. The complaint is brought on their behalf by a claims management company.backgroundFollowing a discussion about their financial situation in June 2012, 123 Debt Solutions reco... (2 pages)View decision -
Decision Reference DRN-1790553
13 May 2020 Capital One (Europe) plc Not upheldInsuranceThe complaint Mrs P has complained about the way Capital One (Europe) Plc (“Capital One”) has used the compensation to settle her complaint about the mis-sale of payment protection insurance (“PPI”) related to a credit card. What happened Mrs P took out a credit card with Capital One and a... (3 pages)View decision
