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 DRN0414771
30 Mar 2019 Foundation for Credit Counselling Not upheldBanking and creditMr B’s complained that Foundation for Credit Counselling (FCC) made a mistake when setting up his debt relief order (DRO).backgroundWhen Mr B was contacted by creditors asking him to pay a debt of £1,500 he realised it hadn’t been included in his DRO. He complain... (2 pages)View decision -
Decision Reference DRN6711030
27 Jul 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr A is unhappy with how National Westminster Bank Plc (“NatWest”) resolved his complaint about the mis-sale of a payment protection insurance (“PPI”) policy.backgroundI issued my provisional decision on 28 June 2018. A copy of my provisional decision is attached and fo... (5 pages)View decision -
Decision Reference DRN-1576360
30 Mar 2020 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-1576360 The complaintMr P complains that Shop Direct Finance Company Limited (“Shop Direct”): held him responsible for repaying debts on credit accounts which his ex-wife, without his knowledge or consent, opened and operated in his name; and placed defaults and other markers against... (3 pages)View decision -
Decision Reference DRN-3930038
16 Feb 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-3930038 The complaint Mrs W is unhappy Lowell Financial Ltd are pursuing her for a debt she says is not enforceable and which is statute-barred. Mrs W says she has no knowledge of making the payments Lowell Financial Ltd are claiming she’s made, and therefore she doesn’t believe she sh... (4 pages)View decision -
Decision Reference DRN7925805
8 Jul 2014 Pentagon (UK) Limited Not upheldBanking and creditMiss W and Mr T complain that: Pentagon (UK) Limited (trading as EuroDebt Financial Services) failed to tell them that their lender was unlikely to agree to freeze interest if they entered into a debt management plan, and when it did in fact refuse to do so; and the debt managem... (3 pages)View decision -
Decision Reference DRN1336050
16 Sep 2015 Totemic Limited Not upheldBanking and creditMr and Mrs B have complained Totemic Limited, trading as Payplan, never told them they’d be better off in an IVA when they went into a debt management plan in 2008.backgroundMr and Mrs B were having difficulties with their debts in 2008 and took action to set up a... (2 pages)View decision -
Decision Reference DRN0635624
9 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMr and Mrs M complain they settled their accounts with National Westminster Bank Plc but it’s now told them the settlement only applied to Mr M.BackgroundOn 15 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr and Mrs M or NatWest, I i... (3 pages)View decision -
Decision Reference DRN-4318416
27 Sep 2023 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-4318416 The complaint Mr G complains about legal action Cabot Credit Management Group Limited intends to take in relation to a credit card debt. What happened Mr G had a credit card with a business I’ll call N that was closed at default in June 2022. Cabot purchased the debt from N in ... (3 pages)View decision -
Decision Reference DRN3517803
14 Sep 2018 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland Plc trading as Halifax (“Halifax”) unfairly and unreasonably passed on a debt he owed to debt collectors. He wants an explanation.backgroundMr L had a mortgage with Halifax, which wasn’t paid in full when the property was repossess... (2 pages)View decision -
Decision Reference DRN1512770
9 Jan 2020 National Westminster Bank Plc Not upheldBanking and creditMr P is unhappy that National Westminster Bank Plc (NatWest) sold his outstanding debt to a third party. The debt relates to the overdraft on a NatWest current account. Mr P also disputes NatWest refunded interest to him in 2015 relating to the same account. And doesn’t accept a phone call... (4 pages)View decision
