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
-
Decision Reference DRN-3135417
2 Nov 2021 PRA Group (UK) Limited Not upheldConsumer CreditDRN-3135417 The complaint Mr J is unhappy with PRA Group (UK) Limited’s handling of a credit card debt. Mr J says PRA have no authority to report the default as the court concluded the debt was unenforceable and PRA have failed to show they legally own the debt. What happened I issued my p... (5 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 DRN-4461764
13 Dec 2023 Freedom Finance Limited UpheldMortgagesDRN-4461764 The complaint Mr K complains that Freedom Finance Limited mis-sold him a second charge mortgage (secured loan). What happened In September 2019 Mr K contacted Freedom Finance to discuss taking out a secured loan. He wanted to explore consolidating existing unsecured debt to red... (7 pages)View decision -
Decision Reference DRN7448413
9 Nov 2018 Bank of Scotland Plc Not upheldBanking and creditMr N’s unhappy about the way Bank of Scotland plc (trading as Halifax) has dealt with him when he was experiencing financial difficulty.background In 2010 Mr N contacted Bank of Scotland when he was in financial difficulty. He says it transferred him to a debt managemen... (3 pages)View decision -
Decision Reference DRN9246291
22 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr C complains that a debt management plan was mis-sold to him by Harrington Brooks (Accountants) Limited. He is being helped with his complaint by a representative.backgroundMr C entered into a debt management plan in April 2010 with another debt management company. Th... (2 pages)View decision -
Decision Reference DRN4179862
21 Apr 2015 American Express Services Europe Limited Not upheldBanking and creditMr B complains that American Express Services Europe Limited passed his debt to a third party despite agreeing not to do so. backgroundMr B used his Amex card for several purchases in April 2014 and the due date for payment was 2 May. He did not make that payment bec... (2 pages)View decision -
Decision Reference DRN2497163
20 Mar 2020 Canada Square Operations Limited Not upheldPayment protection insurance (PPI)Mr W has complained about the way Canada Square Operations Limited (“Canada Square”) has used the compensation it offered to settle a complaint about mis-sold payment protection insurance (“PPI”).backgroundMr W took out two loans with Canada Square. With each loan he took out a PPI policy.... (3 pages)View decision -
Decision Reference DRN-4448802
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4448802 The complaint Mr W complains that HSBC UK Bank Plc (HSBC) didn’t send him a letter, about persistent debt on his credit card, by email as was his stated preference. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN3062253
26 Jun 2019 Intrum UK Limited Not upheldBanking and creditMrs R complains that Intrum UK Limited is chasing her for a debt which was settled. She wants the record removed from her credit file and confirmation she does not owe the debt.backgroundMrs R is represented by Mr R, a relative, and as he has been actively involve... (4 pages)View decision -
Decision Reference DRN9964690
5 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc (trading as Halifax) has not allowed him a fair chance to clear his overdraft debt.backgroundMr A had a current account with Halifax, on which there was a significant overdrawn balance. He says that Halifax withdrew the overd... (2 pages)View decision
