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 71523 results
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Decision Reference DRN9347618
20 Apr 2020 Cabot Credit Management Group Limited Not upheldBanking and creditMr H complains that Cabot Credit Management Group Limited (Cabot) is pursing him for an unenforceable debt. He wants the outstanding balance written off and compensation for the trouble and upset this matter has caused.backgroundMr H entered into historical credit card agreements with thre... (2 pages)View decision -
Decision Reference DRN-2324228
21 Jul 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2324228 The complaint Mrs W doesn’t think it’s fair that The Royal Bank of Scotland Plc (“RBS”) has used her payment protection insurance (“PPI”) compensation to reduce a debt from which she says she was released when her bankruptcy was discharged. What happened Mrs W had taken out a P... (4 pages)View decision -
Decision Reference DRN-3157770
30 Mar 2022 Lowell Financial Ltd UpheldConsumer CreditDRN-3157770 The complaint Mr S complains about Lowell Financial Ltd (“Lowell”) for the way it has continued to report to his credit file debts which he will not be able to repay. He wants Lowell to report these as settled, rather than partially settled. What happened In 2016, Mr S was defr... (2 pages)View decision -
Decision Reference DRN9579228
15 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMr J complains that following the sale of his debt by Bank of Scotland plc, defaults relating to the accounts he previously held with the bank are shown twice on his credit file.backgroundIn 2010 Bank of Scotland recorded defaults against each of Mr J’s accounts o... (4 pages)View decision -
Decision Reference DRN3308652
21 Mar 2019 HSBC UK Bank Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about what HSBC UK Bank Plc (HSBC) has done with the compensation due for a mis-sold payment protection insurance (PPI) policy associated with his credit card.backgroundMr B took out a credit card with HSBC in June 1998 and at the same time took ... (3 pages)View decision -
Decision Reference DRN0763865
19 Dec 2016 Debt Advisory Line Limited Not upheldBanking and creditMr H, who is represented by a claims management company (CMC) says Debt Advisory Line Limited (Debt Advisory Line) gave him unsuitable and misleading advice when he entered into a debt management plan. backgroundIn 2012 Mr H entered into a debt management plan with Debt A... (2 pages)View decision -
Decision Reference DRN-2928464
21 Oct 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2928464 The complaint Mr L complains that National Westminster Bank Plc (NatWest) are pursuing him for a debt. What happened On 3 March 2021, the balance of Mr L’s joint account with his wife was £2,328.01 debit - with an overdraft limit of £2,500. On 4 March 2021, £5,000 was paid into... (2 pages)View decision -
Decision Reference DRN2479766
10 Sep 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMr W complains Haydon Associates Debt Management Consultants Ltd (trading as “Resolve Money Matters”) agreed to help him reduce his debts but hasn’t done so.backgroundIn June 2013 Mr W agreed that Resolve Money Matters would help him reduce his debts. Resolve Money Matt... (2 pages)View decision -
Decision Reference DRN2818666
24 Aug 2016 Debt Advisory Line Limited Not upheldBanking and creditMrs P complains that Debt Advisory Line Limited didn’t make her aware of free alternatives when she contacted it for help with her debts. She is being helped with her complaint by a representative.backgroundMrs P contacted Debt Advisory Line in 2013 for help with her... (2 pages)View decision -
Decision Reference DRN9331934
7 Oct 2016 Foundation for Credit Counselling Not upheldBanking and creditMiss S complains that a debt management plan was mis-sold to her by Foundation for Credit Counselling, trading as StepChange. She is being helped with her complaint by a representative. backgroundMiss S asked StepChange for advice about her debts in April 2013 and ... (2 pages)View decision
