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 70370 results
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Decision Reference DRN5653291
12 Dec 2019 Virgin Money plc UpheldBanking and creditMrs C’s husband complains, on her behalf, that Virgin Money plc was irresponsible when it granted her application for a second credit card in September 2017 which she couldn’t afford.backgroundMrs C took out a credit card with Virgin on 8 May 2015 with an initial limit of £5,000. She made ... (4 pages)View decision -
Decision Reference DRN1260491
5 Aug 2015 Clear View Finance Limited UpheldBanking and creditMr W complained Clear View Finance Limited didn’t pass on his money to his creditors.backgroundMr W took out a debt management plan in 2012. He agreed to pay Clear View £112 per month and they would share £87 amongst his seven creditors. Mr W found this wasn’t hap... (2 pages)View decision -
Decision Reference DRN6616200
20 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs M say National Westminster Bank Plc delayed giving them information about a debt it wanted repaying from Mr M2’s estate and this means the estate has made a financial loss.backgroundI’ve attached my provisional decision from June 2015, which forms part of ... (5 pages)View decision -
Decision Reference DRN-3644191
21 Dec 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3644191 The complaint Miss R says MBNA Limited (“MBNA”) incorrectly recorded a default on her credit file when her credit card account with them was included in a Debt Management Plan (“DMP”). What happened Miss R held a credit card account with MBNA with a credit limit of £10,000. In ... (3 pages)View decision -
Decision Reference DRN2482230
15 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr C complains that he wasn’t provided with satisfactory information about his debt management plan (“DMP”), which was sold to him by a third party (“T”). The DMP was then passed to Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, (... (2 pages)View decision -
Decision Reference DRN-5145980
14 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5145980 The complaint Mr and Mrs C complain that Topaz Finance Limited (trading as Hessonite Mortgages) keeps contacting them about a mortgage debt they don’t believe they owe. What happened Mr and Mrs C had a mortgage with another provider. That provider wrote to them in late 2023... (3 pages)View decision -
Decision Reference DRN4069821
28 Jan 2020 Everyday Lending Limited UpheldBanking and creditComplaint Mr S complains that Everyday Lending Limited (ELL) continued to apply interest to his loan when he was on a debt management plan (DMP) meaning his debt wasn’t being reduced.BackgroundMr S took out a loan with ELL in May 2015 over a term of 60 months.In September 2017 Mr S found h... (3 pages)View decision -
Decision Reference DRN3014972
26 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditMr M complains that National Westminster Bank Plc (‘NatWest’) didn’t help with his level of debt and financial situation.backgroundMr M was concerned about his finances. So he contacted NatWest to ask for help. He spent over two hours going through his income, expenses and debts to various... (3 pages)View decision -
Decision Reference DRN-3843676
10 Jan 2023 Town & Country Legal Services LLP Not upheldConsumer CreditDRN-3843676 The complaint Mr P complains about the contact received from Town & Country Legal Services LLP (T&C) in relation to a debt it was seeking to collect. What happened Mr P had an account with another business (E) that instructed T&C to contact him to discuss repayment ... (3 pages)View decision -
Decision Reference DRN0359097
7 Nov 2019 Bank of Scotland Plc Not upheldBanking and creditMr S complains Bank of Scotland plc, trading as Halifax, closed his current account without any warning, instead of helping him when he got into difficulties. He also complains that Halifax involved a debt collection agency, rather than dealing with him directly.backgroundMr S has a Halifa... (3 pages)View decision
