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 DRN5366482
15 Feb 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P isn’t happy with how Capital One (Europe) plc (‘Capital One’) has offered to resolve a complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMrs P took out a credit card in 2005. At the same time a PPI policy was ... (4 pages)View decision -
Decision Reference DRN-2960329
12 Oct 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2960329 The complaint Mr B has complained that Cabot Credit Management Group Limited are pursuing him for a debt which they cannot definitively prove he owes. What happened This complaint is about an unsecured loan from 1997. It defaulted in 2000 and came under Cabot’s ownership in 201... (2 pages)View decision -
Decision Reference DRN-3772240
25 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3772240 The complaint Mr G complains that TSB Bank plc used his PPI compensation payment to offset against his credit card debt, a debt that was subject to a previous Debt Relief Order (DRO) and which he thought had been written off. What happened Mr G had a credit card account with TS... (4 pages)View decision -
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 DRN1712464
26 Nov 2015 MKDP LLP Not upheldBanking and creditMs S complains that MKDP LLP has treated her unfairly in relation to a credit card debt.backgroundIn April 2014 MKDP told Ms S it was the new owner of a credit card debt she had with a third party. It also sent her a letter dated 10 April 2014, signed “for and ... (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-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 DRN-4908140
26 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4908140 The complaint Mr U’s complaint is about a decision by Bank of Scotland plc trading as Halifax (BoS) not to allow him to take a further advance on his mortgage to consolidate unsecured debts. What happened In 2021 Mr U re-mortgaged his home to BoS. When he did so, he borrowed... (3 pages)View decision -
Decision Reference DRN7945816
26 Sep 2014 Moneyplus Group Limited UpheldBanking and creditMr C complains that Moneyplus Group Limited (“MGL”), formerly trading as The Debt People, incorrectly advised him to enter into an individual voluntary arrangement (“IVA”).backgroundMr C was advised by MGL to enter into an IVA, which he did in 2010. He said that he wanted all his debts... (2 pages)View decision -
Decision Reference DRN-2861048
5 Jul 2021 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-2861048 The complaint Mr C complains that he shouldn’t have been given a credit card by Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Mr C applied online for a credit card from Virgin in June 2017. It was approved with a limit of £7,100. In December 2020, the debt... (4 pages)View decision
