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 69633 results
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Decision Reference DRN8231666
8 Jan 2015 Debts Reduced Ltd UpheldBanking and creditMrs A complains about a debt management plan she entered into with Debts Reduced Ltd. She says she was not fully informed about the charges that would be applied to the plan and she is unhappy about the amounts that have actually been passed on to her creditors. backgroundThe complain... (2 pages)View decision -
Decision Reference DRN1623593
4 Feb 2016 Mortgage Intelligence Ltd UpheldBanking and creditMrs T complains that Mortgage Intelligence Ltd (MI) gave her unsuitable advice when it advised her to take out an interest only mortgage. Mrs T says she’s now in a position where she faces having to sell her property when the mortgage expires.Mrs T’s complaint has bee... (4 pages)View decision -
Decision Reference DRN0454196
5 Jun 2013 Unique Debt Solutions Limited UpheldBanking and creditMr and Mrs A complain that an Individual Voluntary Arrangement (“IVA”) they entered into in November 2010 was mis-sold. They say Unique Debt Solutions Limited did not take into account that they were receiving Support for Mortgage Interest (“SMI”), which reduced their total monthly mo... (3 pages)View decision -
Decision Reference DRN9006473
19 Aug 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMiss C, who is represented by a third party, complains Haydon Associates Debt Management Consultants Ltd (trading as “Resolve Money Matters”) mis-sold its debt reduction plan to her.backgroundMiss C says she agreed with Resolve Money Matters that it would manage her ... (2 pages)View decision -
Decision Reference DRN-2529589
12 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2529589 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) treated him badly when he was in financial difficulty. What happened Mr B had a Barclaycard since 2002. By 2016, his finances were stretched. In October 2016, the direct debit to Barclay... (3 pages)View decision -
Decision Reference DRN3706054
30 Nov 2016 Dissolve Debt Limited Not upheldBanking and creditMr and Miss W complain that Dissolve Debt Limited mis-sold them a debt management plan (DMP) and didn’t tell them the same service was available free elsewhere. Mr and Miss W are represented by a claims management company (CMC). backgroundMr and Miss W took ou... (2 pages)View decision -
Decision Reference DRN2656509
7 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr K complains that Nationwide Building Society has used money from his savings account to pay off an old credit card debt. Mr K is represented by his daughter, Mrs T.backgroundMrs T told us that Nationwide wrote to her father at the end of November 2017 to say it ... (7 pages)View decision -
Decision Reference DRN3208366
24 Nov 2015 Cabot Financial (Europe) Limited UpheldBanking and creditMr H complains that Cabot Financial (Europe) Limited can’t prove that he owes a debt it is chasing him to repay.background Mr H asked Cabot to provide proof of his debt in the form of credit agreements and proof that it legally owns the debt. Mr H was making repayme... (2 pages)View decision -
Decision Reference DRN9647450
25 Sep 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs P took out a credit card with Capital One and also to... (2 pages)View decision -
Decision Reference DRN-2872054
30 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2872054 The complaint Mr B complains that Capital One (Europe) plc (CapOne) suspended his credit card as he was in persistent debt. What happened Mr B had a credit card from CapOne since 2003. In 2020 the limit was £4000. In September 2018, March 2020 and September 2020, he received pe... (3 pages)View decision
