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 DRN0639662
19 Mar 2014 Vanquis Bank Limited Not upheldBanking and creditMiss F complains that she has been pursued by Vanquis Bank Limited for a debt which is not hers. She wants any adverse information to be removed and compensation for distress and inconvenience.background Miss F says that she was contacted by an agent of Vanquis who had been instructed to... (2 pages)View decision -
Decision Reference DRN9191400
6 Nov 2015 Lloyds Bank PLC UpheldBanking and creditMs D complains that Lloyds Bank PLC didn’t properly set up her debt management plan and harassed her when she was making payments through the plan.backgroundMs D approached a debt management charity to help her arrange repayment plans. The charity set up an arrangement ... (2 pages)View decision -
Decision Reference DRN9005937
9 May 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs R complains that Shop Direct Finance Company Limited used her reward points to pay for goods ordered on behalf of a third party when that third party failed to pay for them. She is also unhappy that Shop Direct registered a default against her account.backgroundOur adjudicator rec... (2 pages)View decision -
Decision Reference DRN1711236
31 Oct 2013 Creation Financial Services Limited UpheldBanking and creditMrs O complains that, despite making payments of just under £2,200 under a debt management plan, the amount she owes Creation Financial Services Limited has only reduced by just under £140. She wants the company to freeze interest on the debt.backgroundMrs O had a credit card with Creat... (2 pages)View decision -
Decision Reference DRN1322336
13 Aug 2013 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)This complaint concerns a single premium payment protection insurance (PPI) policy taken out by Mr A in relation to a personal loan. Mr A says Welcome Financial Services Limited (“Welcome”) mis-sold the policy. backgroundMr A took out a loan with PPI. Mr A complained to Welcome about t... (3 pages)View decision -
Decision Reference DRN7695572
3 Jul 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr B complains that Cabot Financial (Europe) Limited, (“CFL”), is pursuing him for a credit card debt that he doesn’t recognise.backgroundCFL say that Mr B entered into a credit card agreement with a credit card provider (“P”) in November 2009. The card was sold to him... (3 pages)View decision -
Decision Reference DRN8011239
15 Feb 2019 MBNA Limited Not upheldBanking and creditMr M complains he received threatening communications from MBNA Limited inferring he’s incurring charges and fees on his credit card and he’s concerned credit reference agencies may be told he’s in persistent debt. He wants compensation for the stress and worry he’... (2 pages)View decision -
Decision Reference DRN1669303
20 Feb 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mrs A’s complaint is about how National Westminster Bank Plc (Nat West) used the compensation it offered for her complaint about a mis-sold payment protection insurance (PPI) policy. Mrs A wants Nat West to pay all the compensation directly to her.backgroundMrs A complained to Nat West a... (3 pages)View decision -
Decision Reference DRN-1819432
8 Jul 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceThe complaint Mr and Mrs D are unhappy with Liverpool Victoria Insurance Company Limited's (LV) handling of the renewal of their buildings and contents insurance policy. What happened Mr and Mrs D had a buildings and contents insurance policy with LV that was due for renewal in ear... (2 pages)View decision -
Decision Reference DRN3049075
18 Oct 2013 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs D complain that they were misled into entering into a debt reduction/debt management agreement with NEO Media Solutions Limited (“NEO”). They also complain that the payments they made to NEO have not been passed on to creditors. They would like a full refund of fees paid.... (2 pages)View decision
