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 69710 results
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Decision Reference DRN4222190
26 Jan 2015 Cabot Financial (Europe) Limited Not upheldBanking and creditMr R complains about Cabot Financial (Europe) Limited pursuing him for a credit card debt which he does not recognise. He says that the account was opened fraudulently.background I set out the background of the complaint and my initial conclusions in my provisional decision dated 28 Oc... (5 pages)View decision -
Decision Reference DRN8459197
26 Jan 2017 MBNA Limited UpheldBanking and creditMr P complains that MBNA Limited should have recorded a default against him in relation to his debt.backgroundMr P had a credit card debt with MBNA. In 2010, he says found himself in financial difficulties. He says used a debt management company (DMC) who contacted... (3 pages)View decision -
Decision Reference DRN1763034
24 Feb 2016 MKDP LLP Not upheldBanking and creditMrs H complains about the way MKDP LLP has dealt with her requests for information about a debt it said it had acquired, and how it dealt with the debt. backgroundYears ago Mrs H had financial difficulties and made arrangements to pay a number of debts through a debt ... (3 pages)View decision -
Decision Reference DRN-4709750
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4709750 The complaint Mr M complains that NewDay Ltd trading as Aqua (“Aqua”) sold his account to a third party who pursued him for a debt which he’s already paid. What happened Mr M held a credit card account with Aqua. In January 2021 he took out a debt consolidation loan to pay off ... (2 pages)View decision -
Decision Reference DRN5755534
23 May 2018 NatWest Markets Plc Not upheldPayment protection insurance (PPI)Mr A has complained about the way The Royal Bank of Scotland Plc (RBS) sorted out the overly-high commission they charged for a payment protection insurance (PPI) policy.backgroundBetween 2001 and 2009, Mr A had a PPI policy on his credit card.In 2013, Mr A entered a ... (3 pages)View decision -
Decision Reference DRN-4127474
18 Mar 2024 Foundation for Credit Counselling Not upheldConsumer CreditDRN-4127474 The complaint Mr C complains that Foundation for Credit Counselling trading as Stepchange Debt Charity (Stepchange) provided him with poor advice in relation to his debts. Mr C is being represented in bringing his complaint, however, I’ll refer to Mr C throughout this decision.... (3 pages)View decision -
Decision Reference DRN-2670980
6 Apr 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2670980 The complaint Mr B has complained that Lowell Financial Ltd are chasing him for a debt he says he doesn’t owe to them. What happened In 2020, Mr B’s credit card account was sold from the original creditor to Lowell. Lowell wrote to Mr B to let him know that they’d bought the de... (2 pages)View decision -
Decision Reference DRN9577779
14 Feb 2018 Lowell Portfolio I Ltd UpheldBanking and creditMr R has complained Lowell Portfolio I Ltd is asking him to pay for three debts which he says aren’t his.backgroundIn July 2017 Lowell wrote to Mr R at his current address asking him to pay three debts they’d bought from their original owners. Mr R said these ... (2 pages)View decision -
Decision Reference DRN0434939
30 Jul 2014 MBNA Limited UpheldBanking and creditMr D complains that MBNA Limited coerced him into making additional repayments although he was on a debt management plan and then unfairly defaulted his credit card account. He wants the default removed from his credit records and compensation for his distress. background Mr D unfortu... (2 pages)View decision -
Decision Reference DRN-3089279
6 Oct 2021 Mortgage Express Not upheldMortgagesDRN-3089279 The complaint Mr Y and Mrs Y raised various issues about Mortgage Express’ handling of their mortgages with it over time. However, they asked us to look into the matter of whether Mortgage Express had the right to consolidate the amount owed under their current mortgages with a... (4 pages)View decision
