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 74313 results
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Decision Reference DRN-2224392
5 Oct 2020 Gain Credit LLC UpheldConsumer CreditDRN-2224392 The complaint Mrs W says Gain Credit LLC (trading as Lending Stream) is wrong to pursue her for a debt she considers statute barred. What happened I sent Mrs W and Lending Stream my provisional findings on this complaint on 18 September 2020. I explained why I intended to uphol... (3 pages)View decision -
Decision Reference DRN7477052
4 Jul 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A’s complaint concerns the mis-sale of a PPI policy and calculation and payment of redress by HSBC Bank Plc (HSBC) for the mis-sale of a single premium payment protection insurance (PPI) policy taken out with a loan.backgroundMr A complained to HSBC about the sale of a PPI policy th... (3 pages)View decision -
Decision Reference DRN6460024
30 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMr W complains that Lloyds Bank PLC has unfairly applied charges to his account. And he’s unhappy that it sold his debt off to a third party. He’s worried that Lloyds gave the credit reference agencies damaging information. He complains that there’s a default registered against his na... (3 pages)View decision -
Decision Reference DRN-4378880
9 Nov 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4378880 The complaint Mr G complains that Capital One (Europe) plc should have declared his account in default when he started a debt management plan, and sought a £35 monthly payment, which wasn’t agreed with his debt plan. What happened The debt management plan Mr G agreed has run f... (4 pages)View decision -
Decision Reference DRN8273869
10 Jan 2020 Link Financial Outsourcing Limited Not upheldBanking and creditMr and Mrs L complain that Link Financial Outsourcing Limited (‘Link’) is chasing them for a debt that should be written off.backgroundIn August 2012 Mr and Mrs L both gave notice to their creditors under the Insolvency Act 1986 that they each wanted to enter into an Individual Voluntary A... (3 pages)View decision -
Decision Reference DRN4878325
12 Sep 2016 Baines & Ernst Limited UpheldBanking and creditMrs J complains that she’s being asked to pay a debt which Baines & Ernst Limited told her had been repaid in 2011.backgroundMrs J had a debt management plan with Baines & Ernst. In November 2011, following an inheritance, she was able to repay her debts a... (2 pages)View decision -
Decision Reference DRN3325948
26 Feb 2020 Hoist Finance UK Limited UpheldBanking and creditMrs D complains that Hoist Finance UK Limited (Hoist) are unfairly pursuing her for a debtwhich is not hers.backgroundFor ease, in my decision I will refer to Hoist when talking about their agents or representatives.In late 2018 Mrs D received a letter from Hoist asking for payment for a d... (3 pages)View decision -
Decision Reference DRN5242529
19 Feb 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs F complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs F say that in 2007 L&G advised them to take an interest-only re-mortgage consolidating a credit card debt c... (2 pages)View decision -
Decision Reference DRN3357418
19 Aug 2015 Foundation for Credit Counselling Not upheldBanking and creditMiss U, who is represented by a third party, complains Foundation for Credit Counselling gave her poor debt advice and handled her debt management plan badly.backgroundIn 2009 Miss U contacted Foundation for Credit Counselling – better known as Step Change – at the ... (2 pages)View decision -
Decision Reference DRN1239236
8 Mar 2019 PRA Group (UK) Limited Not upheldBanking and creditMr R’s unhappy that PRA Group (UK) Limited has been communicating with him about a debt he says he’s paid off.backgroundPRA is trying to recover money it says Mr R owes to two financial businesses. Mr R says he’d entered a debt management plan and both debts wer... (2 pages)View decision
