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 69426 results
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Decision Reference DRN-4958477
21 Aug 2024 London Community Credit Union Limited UpheldConsumer CreditDRN-4958477 The complaint Ms K complains that London Community Credit Union Limited (“LCCU”) continued to pursue her for a debt which was included in her Debt Relief Order. What happened Ms K held a loan with LCCU. In May 2022 she applied for a Debt Relief Order (DRO). Her application w... (2 pages)View decision -
Decision Reference DRN4862552
7 Mar 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr S complains that Cabot Financial (Europe) Limited, (“CFL”), has failed to send him the original credit agreement and full details of all payments and charges in relation to two debts it’s pursuing him for.backgroundMr S had a credit card account with a credit card p... (3 pages)View decision -
Decision Reference DRN8445515
17 Sep 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr D’s complaint is about how HSBC Bank Plc (HSBC) is using the compensation it’s offered to settle his complaint about a mis-sold PPI policy. backgroundMr D took out a PPI policy at the same time as a loan (ending 5458) in 2004. in 2011 he complained to HSBC that t... (2 pages)View decision -
Decision Reference DRN6215656
11 Aug 2015 Lawrence Charlton Limited Not upheldBanking and creditMr and Mrs P have complained Lawrence Charlton Limited, trading as Promise Debt Solutions, didn’t give them proper advice about the best action for them to manage their debts.backgroundMr and Mrs P had debts of more than £20,000. They went to a company offering debt ma... (2 pages)View decision -
Decision Reference DRN5482519
28 Jan 2015 Debt and Claims Limited UpheldBanking and creditMr N has complained about how Debt and Claims Limited managed his debt management plan. He’s particularly concerned that the payments he made to them were not being passed on to his creditors.backgroundMr N has a number of different creditors and was unable to pay his debts. He ente... (3 pages)View decision -
Decision Reference DRN9579228
15 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMr J complains that following the sale of his debt by Bank of Scotland plc, defaults relating to the accounts he previously held with the bank are shown twice on his credit file.backgroundIn 2010 Bank of Scotland recorded defaults against each of Mr J’s accounts o... (4 pages)View decision -
Decision Reference DRN2818666
24 Aug 2016 Debt Advisory Line Limited Not upheldBanking and creditMrs P complains that Debt Advisory Line Limited didn’t make her aware of free alternatives when she contacted it for help with her debts. She is being helped with her complaint by a representative.backgroundMrs P contacted Debt Advisory Line in 2013 for help with her... (2 pages)View decision -
Decision Reference DRN2991915
4 Dec 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs F complain that Legal & General Partnership Services Limited mis-sold a mortgage to them.backgroundIn 2005, the fixed rate period on Mr and Mrs F’s mortgage came to an end and they wanted to re-mortgage at a better rate. Legal & General recommended... (2 pages)View decision -
Decision Reference DRN7878373
21 May 2019 Haringey District Citizens Advice Bureaux Not upheldBanking and creditMiss A complains that Haringey District Citizens Advice Bureaux (“Haringey CAB”) were wrong to tell her to include a debt on her Debt Relief Order (DRO).backgroundMiss A visited Haringey CAB in May 2016 for advice about managing her debts. They arranged a DRO for he... (2 pages)View decision -
Decision Reference DRN7358144
30 Sep 2014 MBNA Limited Not upheldBanking and creditMs W complains MBNA Limited defaulted an account and agreed to write off the debt buthas gone back on this.background I issued a provisional decision about this complaint on 15 August 2014. The complaint concerns two debts that Ms W says she settled with money she received following h... (1 page)View decision
