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 DRN4248177
30 Oct 2018 NewDay Ltd UpheldBanking and creditMr O complains about how NewDay Ltd has recorded his credit card account on his credit file.backgroundMr O said that he was no longer in work, because of health problems. He told NewDay about those problems, and it agreed not to pursue him for the outstanding de... (4 pages)View decision -
Decision Reference DRN3365048
30 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr C and Miss D complain about a debt reduction agreement that they took out with NEO Media Solutions Limited, trading as One Debt Solution. They complain that it did not pay money to their creditors as it had agreed to do. backgroundMr C and Miss D entered into a debt reduction agree... (2 pages)View decision -
Decision Reference DRN-1870182
5 Jun 2020 Redhawk Legal Ltd Not upheldClaims ManagementDRN-1870182 The complaintMrs H is unhappy how Redhawk Legal Ltd (Redhawk) dealt with her claims for mis-sold Payment Protection Insurance (PPI). What happenedIn 2016, Mrs H instructed Redhawk to make claims for mis-sold PPI on her behalf. Some claims were successful in February 2019, but a... (3 pages)View decision -
Decision Reference DRN-3968419
15 Feb 2023 Lowell Financial Ltd UpheldConsumer CreditDRN-3968419 The complaint Failed to send him appropriate evidence to say they’d taken over the debts, and have used his data illegally Are contacting him, as he’s got disputes over the two accounts they’ve purchased, and says they’re bullying and victimising him by affecting his health w... (8 pages)View decision -
Decision Reference DRN0622437
19 Apr 2013 Santander Cards UK Limited Not upheldBanking and creditMr B complains that Santander Cards unreasonably passed his debt to a debt collection agency.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld. She said that Santander had been entitled to pass Mr B’s debt to debt collectors when he missed a num... (2 pages)View decision -
Decision Reference DRN-1665414
26 Jun 2020 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-1665414 The complaintMr M is unhappy with the administration of his motor insurance policy by Somerset Bridge Insurance Services Limited. What happenedMr M had a motor insurance policy which was administered by Somerset Bridge Insurance Services Limited (SBIS). During the period coveri... (5 pages)View decision -
Decision Reference DRN3870026
13 Feb 2014 123 Debt Solutions Ltd UpheldBanking and creditMiss B complains that 123 Debt Solutions Ltd did not treat her reasonably or fairly in that it took money for a PPI claim when she had expressly told it not to. She also complains that when she told it she could not afford her monthly payments towards the PPI claim and debt management... (3 pages)View decision -
Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision -
Decision Reference DRN-2688644
11 May 2021 HSBC UK Bank Plc UpheldConsumer CreditDRN-2688644 The complaint Ms S complains that HSBC UK Bank Plc (HSBC) lent to her irresponsibly. What happened Ms S had several debt facilities with HSBC. Type Date Amount Period Repaid Loan 1 April 2018 £2,000 36 months April 2019 by loan 2 Loan 2 April 2019 £2,530 24 months April 2019 by... (3 pages)View decision -
Decision Reference DRN-2600017
17 Mar 2021 Intrum UK Limited Not upheldConsumer CreditDRN-2600017 The complaint Mrs R complains that Intrum UK Limited hasn’t sent her a copy of the deed of assignment in relation to two debts it acquired in her name. Mrs R also complains that she is vulnerable and that Intrum’s requests for repayment have unfairly impacted her. What happene... (2 pages)View decision