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 DRN1190559
8 Jul 2016 Christians Against Poverty Not upheldBanking and creditMr B complains about the way that Christians Against Poverty has managed his debt plan and that it won’t continue to deal with his debts.backgroundMr B agreed a debt management plan with Christians Against Poverty. It helped him to clear his arrears with a utility compa... (2 pages)View decision -
Decision Reference DRN-5495901
10 Jul 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5495901 The complaint Ms M complains Capquest Debt Recovery Limited won’t provide her with a copy of the Deed of Assignment (DOA). She’s also unhappy they haven’t taken into account her vulnerabilities fully. What happened As I understand it, the debt originated from a credit card a... (4 pages)View decision -
Decision Reference DRN-4566510
18 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566510 The complaint Mrs T complains Barclays Bank UK PLC transferred her overdraft debt to a debt collector while a complaint was ongoing. Mr and Mrs T are on this complaint, but as this issue only relates to Mrs T’s concerns, I’ve mainly mentioned her in this decision. What happened... (2 pages)View decision -
Decision Reference DRN0002227
28 Sep 2018 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Ms T complains that The Royal Bank of Scotland Plc (RBS) used compensation from a mis-sold payment protection insurance (PPI) policy to reduce a debt it says Ms T owes. Ms T wants the compensation paid directly to her.backgroundBetween 2004 and 2008 Ms T took out a seri... (2 pages)View decision -
Decision Reference DRN3786976
3 Jul 2014 Northern Bank Limited UpheldPayment protection insurance (PPI)This complaint concerns the redress related to single premium payment protection insurance policies (PPI) associated with two loans from Northern Bank Limited (Northern Bank). Northern Bank wants to set the redress due to Miss J against an outstanding debt on her credit card with Norther... (3 pages)View decision -
Decision Reference DRN5235106
3 Jun 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M through their adviser complain that the advice given by Legal & General Partnership Services Limited for an interest only product and to consolidate debts was unsuitable.backgroundMr and Mrs M remortgaged with advice from Legal & General. Mr and Mrs M... (2 pages)View decision -
Decision Reference DRN9376343
17 Oct 2019 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr S complains that’s he’s being wrongly chased for a debt by Lantern Debt Recovery Services Ltd.backgroundMr S received letters from Lantern about repayment of three short term loans he took out with third parties.But Mr S says he doesn’t remember taking out the loans, and that Lantern ha... (2 pages)View decision -
Decision Reference DRN4624237
25 Sep 2017 Lloyds Bank PLC Not upheldBanking and creditMr B complains that Lloyds Bank PLC hold him responsible for a credit card debt that isn’t his.backgroundMr B says Lloyds has sold a credit card debt to a third party company whom are now perusing him for it. He says the debt isn’t his and asks Lloyds to provide iden... (2 pages)View decision -
Decision Reference DRN0295632
5 Apr 2017 Arrow Global Limited Not upheldBanking and creditMr B has complained Arrow Global Limited can’t ask him to pay two debts they now own as the defaults were not properly sent to him.backgroundIn 2014 Mr B’s bank sold his credit card and personal loan debts to Arrow Global. Mr B was being asked to repay more than £9... (2 pages)View decision -
Decision Reference DRN6980796
16 Oct 2018 House & Home Care Limited Not upheldBanking and creditMr I complains House & Home Care Limited (House & Home) (trading as Immediate Financial- but I refer to House & Home in my decision) mis-sold him a Debt Settlement Plan (DSP). Mr I says that the DSP was unsuitable and an Individual Voluntary Arrangement (I... (4 pages)View decision