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 DRN7860988
29 Sep 2016 Foundation for Credit Counselling Not upheldBanking and creditMiss B complains that Foundation for Credit Counselling, trading as StepChange, mis-sold her a debt management plan. The complaint is brought on her behalf by a claims management company. It says a debt relief order would’ve been more suitable.backgroundMiss B sou... (2 pages)View decision -
Decision Reference DRN-3369136
15 Jul 2022 Provident Personal Credit Limited Not upheldConsumer CreditDRN-3369136 The complaint Mr T complains Provident Personal Credit Limited (“Provident”) incorrectly took deductions from a compensation payment to repay an outstanding debt. Mr T says he had already settled the debt with a third-party debt collection agency. What happened Mr T said he an ... (3 pages)View decision -
Decision Reference DRN-1576588
10 Sep 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1576588The complaintMr M is unhappy with how Bank of Scotland trading as Halifax (Halifax) is displaying information on his credit file. What happenedMr M experienced financial difficulty and entered into a Debt Arrangement Scheme (DAS). Once the DAS was finished Mr M discovered that s... (2 pages)View decision -
Decision Reference DRN0903920
13 Jan 2016 Legal & General Partnership Services Limited UpheldBanking and creditMr R, through a claims manager (CMC), complains that he received unsuitable mortgage advice from a representative of Legal & General Partnership Services Limited (L&G).backgroundIn 2009, after taking advice from L&G, Mr R took out a new mortgage. He repaid... (2 pages)View decision -
Decision Reference DRN-2397222
18 Feb 2021 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-2397222 The complaint Mrs S complains that Virgin Media Mobile Finance Limited (VM) pursued her to repay a debt that it should have written off following completion of a debt relief order (DRO). What happened Mrs S took out a loan to pay for a mobile phone with VM in October 2016. Mrs ... (2 pages)View decision -
Decision Reference DRN-3325753
24 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3325753 The complaint Mrs G complains that NewDay Ltd trading as Aqua should have recorded a default on her account when she entered a debt management plan. What happened Mrs G had a NewDay branded credit card. In 2014, she suffered financial difficulties, which resulted in her enterin... (3 pages)View decision -
Decision Reference DRN8836175
9 Jul 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr F complains about the administration of payments he made under a Debt Help Direct Limited debt management plan. He says payments to one of his creditors continued to be made despite his clear instructions for those payments to stop. backgroundMr F signed up to a debt management plan ... (2 pages)View decision -
Decision Reference DRN6754706
25 Jun 2019 NRAM Limited Not upheldPayment protection insurance (PPI)Mr P has complained about how NRAM Limited (“NRAM”) intends to use compensation from the mis-sale of a payment protection (“PPI”) policy he took with a personal loan. background I issued my provisional decision on 15 March 2019. A copy of my provisional decision is attached and forms part ... (5 pages)View decision -
Decision Reference DRN5782588
23 Aug 2013 Harlands Finance Limited UpheldBanking and creditMr C complains about a debt recovery charge added to a fixed-sum loan agreement he took out with Harlands Finance Limited. Mr C says he was out of work, could not pay, and thinks the charge is excessive and unfair.backgroundI issued a provisional decision on this case in which I concluded... (3 pages)View decision -
Decision Reference DRN4536503
19 Jul 2019 Telefonica UK Limited UpheldBanking and creditMr M complains that Telefonica UK Limited, trading as O2, shouldn’t have lent him money because he couldn’t afford to repay it. His accounts went into arrears, he was disconnected and charged fees. He wants the outstanding balance written off and all negative markers removed from his credi... (4 pages)View decision