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 70772 results
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Decision Reference DRN5139741
1 Aug 2018 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs A are complaining that Nationwide Building Society (“Nationwide”) has used the Payment Protection Insurance (“PPI”) commission compensation it offered them on a loan to reduce their outstanding debt on that loan.backgroundIn 2013, Mr and Mrs A complained ... (3 pages)View decision -
Decision Reference DRN-3264071
19 Jan 2022 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-3264071 The complaint Mr S has complained about Debt Managers (Services) Limited pursuing him for a debt which was taken out fraudulently in his name. What happened This complaint is about a consumer credit agreement which was opened in Mr S’s name, then was sold to Debt Managers in 20... (3 pages)View decision -
Decision Reference DRN4362851
17 Apr 2018 Barclays Bank Plc Not upheldBanking and creditMr R complains about the handling of his credit card account by Barclays Bank Plc trading as Barclaycard.backgroundPrior to October 2011, Mr R had a loan account with Barclays Bank and a credit card account with Barclaycard.In October 2011, Barclays Bank wrote to Mr R... (3 pages)View decision -
Decision Reference DRN5493227
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMs Z complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do.backgroundMs Z entered into a debt reduction agreement with One Debt Solution ... (2 pages)View decision -
Decision Reference DRN7389696
31 Jan 2018 St. James's Place Wealth Management Plc Not upheldBanking and creditMr T through his solicitor A complains that St James’s Place Wealth Management Plc’s (“St James) appointed representative R didn’t give appropriate advice about debt consolidation. They want matters put right.backgroundMr T in 2006 took advice from R, who advised him... (2 pages)View decision -
Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision -
Decision Reference DRN7685243
20 Jun 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMrs F complains that Debt Connect (U.K.) Limited ‘Debt Connect’ has not refunded her the money she was due back for cancelling a debt management plan (‘DMP’). She says that Debt Connect was not making payments to her creditors while she was in the plan.backgroundMrs F had a DMP with D... (2 pages)View decision -
Decision Reference DRN-3675265
12 Sep 2022 Ascent Performance Group Limited UpheldConsumer CreditDRN-3675265 The complaint Mr and Mrs D are unhappy with how Ascent Performance Group Limited have handled the management of a debt. What happened The background to this complaint and my provisional findings were set out in my provisional decision to both parties. For ease, this is copied b... (6 pages)View decision -
Decision Reference DRN-2671309
12 Mar 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2671309 The complaint Mr G complains about delays HSBC UK Bank Plc caused when dealing with debts on his accounts. What happened Some years ago, Mr G borrowed money with HSBC and this was secured using an Agricultural Charge. Unfortunately, Mr G began to suffer financial difficulties a... (3 pages)View decision -
Decision Reference DRN0294524
30 Sep 2016 Foundation for Credit Counselling Not upheldBanking and creditMrs C, represented by a claims management company (CMC), complains that Foundation for Credit Counselling (trading as StepChange) mis-advised her regarding a debt management plan (DMP).backgroundMrs C says she approached StepChange in regard to her debts. She says she wa... (2 pages)View decision
