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 71155 results
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Decision Reference DRN7921999
20 Jan 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr C is unhappy that Capital One (Europe) plc has used his payment protection insurance (PPI) refund to reduce his credit card balance instead of paying it directly to him.backgroundIn 2012, Capital One upheld Mr C’s complaint about mis-sold PPI. It worked out that ... (2 pages)View decision -
Decision Reference DRN4940912
6 Mar 2019 MBNA Limited Not upheldBanking and creditMrs C complains MBNA Limited – the provider of her credit cards – sold her debt to a third party after she had told it she was in financial difficulty.backgroundMrs C had two credit card accounts with MBNA. Unfortunately Mrs C is in financial difficulties. She contacte... (3 pages)View decision -
Decision Reference DRN-4479047
27 Nov 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-4479047 The complaint Mr M complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in his name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mr M’s name and appointed Lowell to manage it on its behalf. Mr M complained th... (3 pages)View decision -
Decision Reference DRN-2805102
7 May 2021 Progressive Money Limited UpheldConsumer CreditDRN-2805102 The complaint Ms G complained that Progressive Money Limited lent to her irresponsibly. What happened Ms G took out two loans with Progressive as follows: Loan Date Taken Date Repaid Instalments Amount Repayment 1 02/06/2017 20/12/2017 60 £6,000.00 £274.60 2 30/05/2018 *Outstan... (7 pages)View decision -
Decision Reference DRN-3480781
26 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3480781 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) affected his credit rating. What happened Mr S had three credit cards from Barclaycard. The key facts are shown below: Card A Date Limit April 2020 £12,000 September 2020 £10,700 June 20... (5 pages)View decision -
Decision Reference DRN3033590
29 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs R complain that Legal & General Partnership Services Limited mis-sold a mortgage to them.backgroundLegal & General recommended a 15 year repayment mortgage in 2006. It also advised them to consolidate an unsecured loan. Mr and Mrs R say the adv... (2 pages)View decision -
Decision Reference DRN2044322
12 May 2015 Barclays Bank Plc Not upheldBanking and creditMrs F complains that Barclays Bank Plc (trading as Barclaycard) defaulted her account even though she had a repayment plan in place with them. They did not tell her they had sold her debt to a debt collection company. And she would like the adverse entry removed fr... (2 pages)View decision -
Decision Reference DRN-4622267
20 Aug 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4622267 The complaint Mr R complains that Link Financial Outsourcing Limited trading as Link Financial forged a notice of assignment (NOA). What happened Mr R has an outstanding debt which was originally owed to a business I will refer to as T. In July 2023, T assigned the debt to a... (2 pages)View decision -
Decision Reference DRN0954003
8 Dec 2014 Santander Cards UK Limited Not upheldBanking and creditMiss L complains that Santander Cards UK Limited acted incorrectly when it sold on her account to a third party. She explains she had already paid off this debt in 2010 so any remaining balance does not relate to her and should be written off.our initial conclusionsOur adjudicator did n... (2 pages)View decision -
Decision Reference DRN1455572
28 Jan 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs E complain that HSBC Bank plc is wrongly pursuing them for payment under a personal guarantee. They ask that it stops contacting them.backgroundMr and Mrs E were directors of a limited company, which I will call Z. They gave a personal guarantee limited to £25,000 to HSBC for... (2 pages)View decision
