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 DRN7611584
26 Jun 2017 Next Retail Limited Not upheldBanking and creditMrs P complains about adverse data on her credit file in relation to a debt with Next Retail Limited (Next). She believes she has settled the debt. She would like the adverse data removed.backgroundMrs P says Next sold her outstanding debt on in 2014. She says she made ... (2 pages)View decision -
Decision Reference DRN3411538
2 Dec 2015 The Co-operative Bank Plc UpheldPayment protection insurance (PPI)Miss C’s complaint is about the mis-sale of two payment protection insurance (PPI) policies and the way The Co-operative Bank Plc has offered to put that right.backgroundThis complaint is about two PPI policies which Miss C bought in 2005 at the same time as taking o... (2 pages)View decision -
Decision Reference DRN4328076
17 Oct 2014 HSBC Bank plc Not upheldBanking and creditMrs B complains that HSBC Bank Plc sold two debts to another company. She says she had repaid those debts, so the bank shouldn’t have sold them on. The defaults should have been marked as satisfied. backgroundHSBC held a second legal charge over Mrs B’s property. It had taken this cha... (2 pages)View decision -
Decision Reference DRN-1962469
7 Jul 2020 American Express Service Europe Limited (AESEL) UpheldBanking and PaymentsThe complaint Mrs S complains that American Express Services Europe Limited (AESEL) (“AmEx”) told her she was in credit, and gave her a large refund. Mrs S relied on what AmEx said, and spent the money. But then it said she wasn’t in credit, and added the money to her debt. What happened M... (4 pages)View decision -
Decision Reference DRN-3078594
30 Sep 2021 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-3078594 The complaint Miss C has complained that PRA Group (UK) Limited are pursuing her for debts she didn’t realise she still had, and that they reported things incorrectly on her credit file. What happened This complaint is about three defaulted accounts – a credit card, a loan, and... (3 pages)View decision -
Decision Reference DRN-3091688
12 Nov 2021 BW Legal Services Limited Not upheldConsumer CreditDRN-3091688 The complaint Mr S complains that BW Legal Services Limited is pursuing him for a debt without providing evidence it has authority to do so. What happened Mr S had a credit card with another business (C). Mr S has explained that after a period of working abroad he experienced i... (2 pages)View decision -
Decision Reference DRN8447839
24 Dec 2019 Euler Hermes SA/NV Not upheldInsurance (excluding PPI)M’s complaint is about a claim it made on its Euler Hermes trade credit insurance policy. Mr H, on behalf of M, says Euler Hermes should pay M’s solicitors fees in bringing a claim against a debtor. backgroundM had the benefit of a trade credit insurance policy. The policy provided cover f... (2 pages)View decision -
Decision Reference DRN-4698484
27 Mar 2024 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4698484 The complaint Mr U complains Lantern Debt Recovery Services Ltd trading as Lantern, have reported incorrect information, which has impacted his credit file. What happened Mr U entered a Debt Relief Order (DRO) in March 2021. Included in this DRO were several debts, including a ... (3 pages)View decision -
Decision Reference DRN2175615
18 Dec 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs A through their solicitor B complain that W, an appointed representative of Legal & General Partnership Services Limited, gave poor advice in 2006 and 2008 about debt consolidation and recommended an unsuitable mortgage. They want matters put right.backg... (3 pages)View decision -
Decision Reference DRN1136544
10 Aug 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr S is complaining that Capital One (Europe) plc has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy attached to his credit card, to reduce his outstanding debt.backgroundMr S took out a credit card in 1999. At the ... (2 pages)View decision