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 DRN3357418
19 Aug 2015 Foundation for Credit Counselling Not upheldBanking and creditMiss U, who is represented by a third party, complains Foundation for Credit Counselling gave her poor debt advice and handled her debt management plan badly.backgroundIn 2009 Miss U contacted Foundation for Credit Counselling – better known as Step Change – at the ... (2 pages)View decision -
Decision Reference DRN4532081
2 Jan 2014 NEO Media Solutions Limited Not upheldBanking and creditMs B complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do.backgroundMs B entered into a debt reduction agreement with One Debt Solutio... (2 pages)View decision -
Decision Reference DRN7524221
13 Jun 2016 MBNA Limited Not upheldBanking and creditMrs M wants MBNA Limited to honour its agreement to accept partial settlement of an outstanding debt.backgroundMrs M entered a debt management plan. Her debt management company (DMC) offered MBNA a partial settlement on her outstanding debt.MBNA accepted the offer on... (2 pages)View decision -
Decision Reference DRN-3772194
16 Nov 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3772194 The complaint Mr E has complained about a default registered by Arrow Global Limited. What happened This complaint surrounds a credit card account that was opened in 2012 and was sold to Arrow in 2019. The original creditor and Arrow wrote to Mr E to let him know Arrow now owne... (4 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 DRN1239236
8 Mar 2019 PRA Group (UK) Limited Not upheldBanking and creditMr R’s unhappy that PRA Group (UK) Limited has been communicating with him about a debt he says he’s paid off.backgroundPRA is trying to recover money it says Mr R owes to two financial businesses. Mr R says he’d entered a debt management plan and both debts wer... (2 pages)View decision -
Decision Reference DRN-2205196
18 Jan 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2205196 The complaint Mrs A is unhappy with HSBC UK Bank Plc regarding a debt she is being asked to pay back, despite HSBC being previously unable to evidence where the debt originated. What happened Mrs A had a debt with HSBC from a current account that had been defaulted. The account... (2 pages)View decision -
Decision Reference DRN6822367
17 Jun 2014 National Westminster Bank Plc UpheldBanking and creditMrs G complains that National Westminster Bank Plc is holding her responsible for an overdraft debt that she says she did not agree to. Mrs G wants NatWest to stop pursuing her for the debt.background Mrs G’s husband died suddenly in September 2011. After his death, she became aware of... (3 pages)View decision -
Decision Reference DRN2373784
7 Nov 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs W complain that Lloyds Bank PLC mis-sold a business loan to them. They ask that the loan is written off.backgroundIn 2005 Mr and Mrs W were in financial difficulties. They asked Lloyds for a business loan to repay personal and business debts and provide working capital for... (2 pages)View decision -
Decision Reference DRN-3314472
21 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3314472 The complaint Mr D on behalf of the estate of Mr D complains about how Barclays Bank UK PLC dealt with him and his personal data. What happened Mr D says he told Barclays that his father had passed away and that there were two credit card accounts to settle. He says Barclays so... (2 pages)View decision
