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 71745 results
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Decision Reference DRN6060575
17 Nov 2015 Lighthouse Group Not upheldBanking and creditMr D complains that the advice given to him when he re-mortgaged his home was unsuitable.backgroundMr D approached Lighthouse Group for advice on re-mortgaging his home in 2007. At the time, he had significant additional debt and Lighthouse Group advised him to re-mortg... (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 DRN5499890
23 Sep 2015 HSBC Bank plc UpheldBanking and creditMr and Mrs K complain that charges applied to their accounts by HSBC Bank plc were unfair and should be refunded.backgroundMr and Mrs K used a debt advice charity when they got into financial difficulties. But they say HSBC carried on applying charges to their debt... (2 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 DRN6711030
27 Jul 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr A is unhappy with how National Westminster Bank Plc (“NatWest”) resolved his complaint about the mis-sale of a payment protection insurance (“PPI”) policy.backgroundI issued my provisional decision on 28 June 2018. A copy of my provisional decision is attached and fo... (5 pages)View decision -
Decision Reference DRN5713231
27 Jan 2020 Gain Credit LLC Not upheldBanking and creditMr C says Gain Credit LLC, trading as Lending Stream, didn’t notify him it had assigned a debt to a third party. He says this matter caused him stress because he had to deal with the third party without prior knowledge of their involvement.backgroundMr C took out a loan with Lending Stream... (2 pages)View decision -
Decision Reference DRN2859181
8 Jan 2020 Cabot Credit Management Group Limited Not upheldBanking and creditMrs O has complained that Cabot Credit Management Group Limited (‘Cabot’) failed to supply paperwork when requested relating to a debt. Mrs O is also unhappy with the steps Cabot has taken to recover this debt and any costs and charges it has added.Mrs O wants Cabot to cease collection act... (3 pages)View decision -
Decision Reference DRN8907676
26 Oct 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Miss N is unhappy with how National Westminster Bank Plc (‘NatWest’) resolved her complaint about four payment protection insurance (‘PPI’) policies attached to four loans. backgroundMiss N took out four loans with NatWest over a period between 1999 and 2002. Each ... (3 pages)View decision -
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 DRN-2484565
11 Jan 2021 Arrow Global Limited Not upheldConsumer CreditDRN-2484565 The complaint Mr T complains that Arrow Global Limited has been chasing him for a debt which he disputes is his. He wants it to stop collection activities directed at him. What happened Mr T tells us that Arrow has been harassing him in the way it’s trying to collect a debt whi... (3 pages)View decision
