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 69711 results
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Decision Reference DRN-3474867
10 Feb 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-3474867 The complaint Mr E complains that Lantern Debt Recovery Services Ltd incorrectly chased him for a debt and didn’t remove a default marker from his credit record. What happened In September 2021, Lantern purchased a debt from a third-party lender, I’ll refer to as B. B provided ... (3 pages)View decision -
Decision Reference DRN4207360
10 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Miss E 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 her credit card, to reduce her outstanding debt.backgroundIn 2017, following Miss E’s complaint throug... (3 pages)View decision -
Decision Reference DRN0685019
9 May 2013 Hillesden Securities Limited UpheldBanking and creditMs B complains that DLC continued to pursue her to pay a debt which she had already settled after she had told it this was the case.backgroundIt appears that in 2001, Ms B took out a loan of £2,361 from a lender. After a few months, she fell into arrears, and in January 2003 a court... (2 pages)View decision -
Decision Reference DRN1543109
12 Aug 2015 First Union Mortgages Limited Not upheldBanking and creditMr and Mrs T complain that First Union Mortgages Limited (First Union) should not have advised them to consolidate unsecured debts onto their mortgage. They say they are now at risk losing their home, due to the unsuitable advice they received.backgroundFirst Union co... (5 pages)View decision -
Decision Reference DRN0387648
3 Aug 2015 NRAM plc Not upheldBanking and creditMrs R complains that NRAM plc holds her liable for the whole of the remaining mortgage debt after the sale of her jointly-owned house and that it failed to advise her properly.backgroundMrs R and her former husband jointly mortgaged their house to NRAM. When the ho... (2 pages)View decision -
Decision Reference DRN8148946
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMrs B, represented by a claims management company (CMC), complains that Butler-Do Ltd (the business) mismanaged her debt management plan (DMP).backgroundMrs B says that she entered into a DMP in 2010. She says that at this time she was not made aware that there were ... (2 pages)View decision -
Decision Reference DRN6085494
4 Apr 2013 Cfo Lending Limited UpheldBanking and creditMr N complains that Cfo Lending Limited used his debit card details to take the full outstanding balance of an overdue payday loan from his bank account. He says he had already arranged a payment plan with Cfo Lending and the withdrawal caused difficulties with his other debts and credi... (2 pages)View decision -
Decision Reference DRN-4306746
17 Aug 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4306746 The complaint Miss T complains that Marks & Spencer Financial Services Plc (M&S) lent to her irresponsibly and didn’t support her in financial difficulty. What happened Miss T had a credit card from M&S since 2013. The limit was originally £1,500. Limit increases we... (5 pages)View decision -
Decision Reference DRN-2234473
18 Nov 2020 Lowell Financial Ltd Not upheldConsumer CreditDRN-2234473 The complaint Mrs G complains that Lowell Financial Ltd (Lowell) failed to provide a legible copy of her original credit agreement. Mrs G also complains that Lowell failed to carry out reasonable checks when it acquired the debt and that it can’t demonstrate that the outstandin... (3 pages)View decision -
Decision Reference DRN-2836349
24 Jun 2021 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-2836349 The complaint Mrs N has complained about Lowell Portfolio I Ltd, saying they harassed her for unenforceable debts and falsely reported things on her credit file. What happened This complaint regards a consumer credit account that was bought by Lowell in 2016. For some years, Mr... (2 pages)View decision
