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 77331 results
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Decision Reference DRN8503667
10 Sep 2013 Creation Financial Services Limited UpheldBanking and creditMiss G complains that Creation Financial Services Limited applied interest and charges to her account since 2009, even though she was trying to pay it off under a debt management plan. backgroundWhen Miss G first set up the plan, in October 2009, she owed about £430. By October 2012,... (2 pages)View decision -
Decision Reference DRN5585785
31 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr W had a Barclays Bank Plc (trading as Barclaycard) credit card. He complains that Barclaycard failed to notify him of an unpaid debt, sold the debt to a debt recovery agency, and recorded adverse information on the file in his name held by credit reference agencies.background Mr W mad... (2 pages)View decision -
Decision Reference DRN-4983914
25 Sep 2024 RESOLVECALL LIMITED Not upheldConsumer CreditDRN-4983914 The complaint Mr B complains about the way that Resolvecall Limited tried to collect a debt in his name. What happened In early 2024, Resolvecall was instructed by a third party business I will refer to as C, to try and collect an outstanding debt in Mr B’s name. Mr B was co... (3 pages)View decision -
Decision Reference DRN-4516734
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516734 The complaint Mr W complains that NewDay Ltd trading as Aqua was irresponsible when it offered him credit and later increased his credit limit. Mr W bought his complaint via a representative but I will refer to him throughout for simplicity. What happened NewDay opened a credit... (3 pages)View decision -
Decision Reference DRN2928541
14 Apr 2016 Vanquis Bank Limited Not upheldBanking and creditThis complaint’s about a credit card account Mr G used to hold with Vanquis Bank Limited. Mr G complains that Vanquis failed to freeze interest and charges whilst he disputed some transactions, and then defaulted the account after we decided the transaction dispute in it... (2 pages)View decision -
Decision Reference DRN7738944
12 Nov 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).our initial conclusionsOur adjudicator didn’t think the mortgage had been mis-sold.my final decisionTo decide what is fair and r... (2 pages)View decision -
Decision Reference DRN-2783941
18 Feb 2022 Bamboo Limited Not upheldConsumer CreditDRN-2783941 The complaint Mr B complains Bamboo Limited irresponsibly lent to him. Mr B is represented by a claims management company. But for ease of reference; I’ll refer to all submissions if they were made by Mr B directly. What happened Bamboo approved Mr B for a £4,000 loan, with a t... (3 pages)View decision -
Decision Reference DRN-4187382
18 Jul 2023 Age Partnership Limited Not upheldPensions and AnnuitiesDRN-4187382 The complaint Mr M, through his representative, has complained about advice he received from Age Partnership Limited (APL). This advice was to purchase a fixed term annuity using the benefits held within a Friends Life Section 32 (s32) plan. Mr M states the advice was unsuitabl... (6 pages)View decision -
Decision Reference DRN0789162
19 Dec 2013 Bournes Limited UpheldBanking and creditMr L complains that Bournes Limited (trading as Bournes Debt Solutions) failed to administer his debt management plan correctly.backgroundMr L entered a “debt reduction plan“ with Bournes in March 2009. He paid Bournes £135 per month from April 2009 until November 2012 (£5,400 in tota... (2 pages)View decision -
Decision Reference DRN-5012263
10 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5012263 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) unfairly registered a default and passed this account to a debt purchaser. What happened In August 2021, Barclaycard issued a default notice to Mr H. As the arrears weren’t c... (4 pages)View decision