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 DRN5840819
11 Sep 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMrs B’s complaint is Haydon Associates Debt Management Consultants Limited (trading as ‘Resolve Money Matters’) mis-sold a debt reduction plan.backgroundIn April 2014, Mrs B entered a debt management plan with Hayden Associates. Mrs B became aware Hayden Associates was p... (2 pages)View decision -
Decision Reference DRN-2343866
11 Mar 2021 Arrow Global Limited Not upheldConsumer CreditDRN-2343866 The complaint Mrs C complains about the way Arrow Global Limited has handled a debt which it bought in her name. This complaint has been brought on her behalf by a professional representative. What happened In 2011, Arrow bought a debt that it says Mrs C owed to a store card co... (2 pages)View decision -
Decision Reference DRN3128201
24 Jun 2014 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc continued to apply charges to his account while his complaint was with this service. He wants it to agree to waive these charges and for adverse information to be removed from his credit record.backgroundMr B had a complaint with this service about over... (2 pages)View decision -
Decision Reference DRN5620563
16 Jun 2020 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms I is unhappy with how Capital One (Europe) Plc (Capital One) has used the compensation it offered to settle her complaint about a mis-sold payment protection insurance (PPI) policy related to a credit card.backgroundMs I took out a credit card with Capital One in 2005 and also took out ... (4 pages)View decision -
Decision Reference DRN9672838
10 Jul 2013 MBNA Limited UpheldBanking and creditMrs N complains that MBNA Europe Bank Limited is chasing her for a debt that she says is not hers.background In 2011 Mrs N found that she had been paying a regular monthly direct debit to MBNA. She cancelled the direct debit and told her bank that she did not know what the payments wer... (2 pages)View decision -
Decision Reference DRN-4311092
23 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4311092 The complaint Mr C complains about the handling of debt recovery by National Westminster Bank Plc (NatWest) in relation to an amount owed under a personal guarantee. What happened The following is intended only as a brief summary of events. Mr C was director of a limited compan... (2 pages)View decision -
Decision Reference DRN6766544
26 Feb 2015 The Co-operative Bank Plc Not upheldBanking and creditMrs L complains that The Co-operative Bank Plc has not accepted her repayment proposals and passed her debt to a debt collection company. Mrs L wants the bank to administer the collections process and accept her offer to pay £1 per month.backgroundMrs L has two outstanding loans with ... (2 pages)View decision -
Decision Reference DRN-5298658
26 Feb 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5298658 The complaint Mr H is unhappy Lowell Portfolio I Ltd (“Lowell”) have been contacting him about a debt he says he knows nothing about. What happened Mr H says Lowell first contacted him about an outstanding debt of over £1,500, originally with a bank I’ll refer to as B, in S... (3 pages)View decision -
Decision Reference DRN-4362925
5 Oct 2023 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-4362925 The complaint Mr B complains that Credit Resource Solutions Ltd trading as CRS has chased him for debts that were formed part of his bankruptcy order. What happened Mr B has explained that he was made bankrupt in 2021 and discharged in 2022. In September 2022 CRS says it was in... (2 pages)View decision -
Decision Reference DRN6622870
16 Jun 2020 Cabot Credit Management Group Limited Not upheldBanking and creditMr K complains about Cabot Credit Management Group Limited (“Cabot’s”) management of a debt they say he owes them.backgroundMr K has been represented by his solicitors in this complaint but for ease I will refer to Mr K throughout this decision.Mr K says that: a debt Cabot say he has with... (3 pages)View decision
