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 DRN-3760308
21 Oct 2022 Foundation for Credit Counselling Not upheldConsumer CreditDRN-3760308 The complaint Mrs R complains Foundation for Credit Counselling trading as StepChange have: Unreasonably and unlawfully delayed adding a debt to her existing Debt Management Plan (DMP). The conduct of StepChange’s staff throughout has been dismissive, patronising, and at time... (7 pages)View decision -
Decision Reference DRN3301782
15 Oct 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMiss F has complained that she is owed a refund from Debt Connect (U.K.) Limited, but has not received it.backgroundMiss F entered into a debt management plan with Debt Connect. When she ended the plan, it wrote to her to tell her it owed her a refund of £344. However, this has not... (1 page)View decision -
Decision Reference DRN0481866
30 Sep 2013 Capital One (Europe) plc Not upheldBanking and creditMs J complains that Capital One (Europe) plc has unfairly recorded a default with the credit rating agencies against her credit card account. She wants the information on her file to be amended.backgroundMs J had some financial difficulties because she was out of work and could not me... (2 pages)View decision -
Decision Reference DRN-2245507
4 Mar 2021 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-2245507 The complaint Miss H complains that Home Retail Group Card Services Limited trading as Argos Card (Argos) continued to charge interest on her card when she went into a debt management plan. She would like the interest on her account frozen. What happened The details of this co... (2 pages)View decision -
Decision Reference DRN7445612
14 May 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs M had a mortgage with almost 20 years to run. They were in the fixed rate period, with about another three year... (2 pages)View decision -
Decision Reference DRN-3547140
5 Sep 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3547140 The complaint Mr A is unhappy that Bank of Scotland plc, trading as Halifax, charged interest to his credit account during a time when he was making repayments in line with a payment plan that had been arranged by a debt charity on his behalf. What happened Mr A found himself i... (4 pages)View decision -
Decision Reference DRN-2734786
21 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2734786 The complaint Miss D complains about what The Royal Bank of Scotland Plc has done to put things right following her complaint that it mis-sold a payment protection insurance (PPI) policy. What happened Miss D complains that she was mis-sold PPI alongside three loans she had wit... (4 pages)View decision -
Decision Reference DRN-2612857
31 Mar 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2612857 The complaint Mr L complains that Lowell Financial Ltd has harassed him while trying to recover a debt. Mr L complains Lowell is asking him to repay money he doesn’t owe. What happened Lowell says it acquired a credit card debt in Mr L’s name in March 2018 with an outstanding b... (2 pages)View decision -
Decision Reference DRN-4029819
6 May 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4029819 The complaint Mrs I complains about how Capital One (Europe) plc has dealt with her account. What happened Mrs I says Capital One has sold her account debt to a third-party business. She questions if she owes the debt and says Capital One only made one attempt to speak to her a... (2 pages)View decision -
Decision Reference DRN-3122159
25 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3122159 The complaint Mr G complains that NewDay Ltd (NewDay) lent to him irresponsibly. Mr G is represented by a claims management firm, but I will refer to Mr G as the complainant. What happened Mr G applied for an Aqua credit card from NewDay in June 2014. His limits were increased ... (3 pages)View decision