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 69710 results
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Decision Reference DRN7477052
4 Jul 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A’s complaint concerns the mis-sale of a PPI policy and calculation and payment of redress by HSBC Bank Plc (HSBC) for the mis-sale of a single premium payment protection insurance (PPI) policy taken out with a loan.backgroundMr A complained to HSBC about the sale of a PPI policy th... (3 pages)View decision -
Decision Reference DRN0531488
15 Jan 2019 Lloyds Bank PLC Not upheldBanking and creditMrs H complains that Lloyds Bank PLC paid a refund she was due on her credit card account to a debt purchaser instead of her. backgroundMrs H had a credit card account that defaulted in 2012. The debt on the account was sold to a debt purchaser in 2014. In December... (2 pages)View decision -
Decision Reference DRN4315441
1 Nov 2013 Cabot Financial (Europe) Limited Not upheldBanking and creditMr T complains that Cabot Financial (Europe) Limited (“Cabot”) is seeking repayment from him of an incorrect amountbackgroundMr T originally had a debt with another financial provider (“the original lender”) which was sold to Cabot in April 2011. Mr T was told about the debt sale in May... (2 pages)View decision -
Decision Reference DRN-3473609
13 May 2022 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-3473609 The complaint Ms S is unhappy that Lowell Portfolio I Ltd (‘Lowell’) won’t remove a default from her credit file. What happened Ms S had a credit account with another company, which I’ll call ‘N’. The account was defaulted by N on 30 April 2021. Ms S was unhappy that the defaul... (2 pages)View decision -
Decision Reference DRN8273869
10 Jan 2020 Link Financial Outsourcing Limited Not upheldBanking and creditMr and Mrs L complain that Link Financial Outsourcing Limited (‘Link’) is chasing them for a debt that should be written off.backgroundIn August 2012 Mr and Mrs L both gave notice to their creditors under the Insolvency Act 1986 that they each wanted to enter into an Individual Voluntary A... (3 pages)View decision -
Decision Reference DRN9048360
22 Feb 2019 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank Plc didn’t fully refund him for interest and fees he’d been incorrectly charged due to non-compliance. They kept some of the money to offset a debt that Mr R owed to them. Mr R says that they shouldn’t have kept any mon... (3 pages)View decision -
Decision Reference DRN-2609169
4 Mar 2021 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-2609169 The complaint Mr K complains that Debt Managers (Services) Limited is chasing him for a debt he doesn’t recognise is his. He wants it to stop chasing him for this debt or provide documentary evidence it is entitled to collect it from him. What happened Mr K says that he was con... (3 pages)View decision -
Decision Reference DRN-5037714
23 Oct 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5037714 The complaint Mr G complains TransUnion International UK Limited incorrectly reported a debt on his credit file. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and th... (7 pages)View decision -
Decision Reference DRN0265173
25 Feb 2015 Baines & Ernst Limited Not upheldBanking and creditMr and Mrs Q complain about the debt management plan (“DMP”) which they agreed with Baines & Ernst Limited. They say their debt has increased over the term of the plan because interest and charges have continued to be applied to their debt.backgroundMr and Mrs Q agreed a DMP in D... (2 pages)View decision -
Decision Reference DRN3656014
23 Apr 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr H has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay him following a complaint about the sale of a payment protection insurance (“PPI”) policy.backgroundMr H took out a credit card with Capital One and took ... (2 pages)View decision
