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 71523 results
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Decision Reference DRN9209218
2 Oct 2020 The Co-operative Bank Plc UpheldBanking and creditComplaint Miss C complains that following a report of fraud on her account The Co-operative Bank Plc didn’t provide her with correct information which caused her to run up an overdraft of £899.03 and incur bank charges. She would like the debt written off. Background Miss C had a current a... (4 pages)View decision -
Decision Reference DRN9854155
26 Jan 2018 Capital One (Europe) plc UpheldPayment protection insurance (PPI)ComplaintMr C is complaining that Capital One (Europe) plc (“Capital One”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt with it.backgroundIn 2015, fol... (2 pages)View decision -
Decision Reference DRN-3036384
8 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3036384 The complaint Mr E said he owed some money on a credit card, but when he went to a branch of HSBC UK Bank Plc to pay it off, he was told it had been written off. Mr E says he doesn’t have the money now, but he’s being chased to pay this debt. He doesn’t think he should have to ... (6 pages)View decision -
Decision Reference DRN3134018
10 Mar 2015 Shop Direct Finance Company Limited Not upheldBanking and creditMrs C complains that Shop Direct Finance Company Limited is asking her to repay a debt that does not belong to her. background Mrs C opened an account with Shop Direct in July 2001. She used the account to make a number of purchases. Mrs C fell into arrears with the repayments that we... (2 pages)View decision -
Decision Reference DRN4305589
16 Apr 2013 Gemstone Financial Management Limited UpheldBanking and creditMiss H complains about a debt management plan she had with Gemstone Financial Management Limited. She says she was not kept up to date about her plan and as a result of this she continued to make payments after her debts had been repaid. backgroundThe adjudicator upheld the complaint.... (2 pages)View decision -
Decision Reference DRN2439089
13 Apr 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr M complained to Capital One (Europe) plc (Capital One) about a payment protection insurance (PPI) policy taken out with a credit card. Capital One used the compensation it offered to reduce the debt Mr M owed on the credit card. Mr M wants Capital One to pay the... (3 pages)View decision -
Decision Reference DRN6330097
6 Nov 2013 Santander Cards UK Limited Not upheldBanking and creditMrs B complains that she is being pursued by Santander Cards UK Limited for debts on two store cards which she says it agreed to write off.backgroundMrs B complained to Santander in 2012, that it had contacted her about debts on two store cards which, she says, it had agreed to write... (2 pages)View decision -
Decision Reference DRN8333485
10 Sep 2018 Clydesdale Bank Plc Not upheldBanking and creditMr H complains on behalf of C, a limited company, that Clydesdale Bank Plc sold its debt onto a business (P) that isn’t regulated by the Financial Conduct Authority (“FCA”). He alsocomplains that the debt (the outstanding balance from C’s tailored business loan (TBL... (7 pages)View decision -
Decision Reference DRN9914697
2 Jul 2019 Hoist Finance UK Limited Not upheldBanking and creditMrs R complains about the way Hoist Finance UK Limited handled her account and she disputes the amount they say she owes them.backgroundMrs R had an account with a bank which was overdrawn. In July 2016, the bank sold the debt to Hoist.Mrs R has been repaying the debt on a monthly basis si... (2 pages)View decision -
Decision Reference DRN7599641
28 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr P, represented by a claims management company (CMC), complains that Harrington Brooks (Accountants) Limited did not tell him about the free debt services available when he entered into his debt management plan (DMP). He also complains that distributions to his cred... (2 pages)View decision
