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
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Decision Reference DRN-1576360
30 Mar 2020 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-1576360 The complaintMr P complains that Shop Direct Finance Company Limited (“Shop Direct”): held him responsible for repaying debts on credit accounts which his ex-wife, without his knowledge or consent, opened and operated in his name; and placed defaults and other markers against... (3 pages)View decision -
Decision Reference DRN5640495
19 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr J complains about the maladministration of an account he holds with National Westminster Bank Plc (“NatWest”). He says it didn’t respond to letters requesting information about the debt and therefore it is in breach of the tacit agreement that there is no debt.back... (2 pages)View decision -
Decision Reference DRN4750010
19 Dec 2014 Think Loans and Mortgages Limited Not upheldBanking and creditMiss Q’s complaint relates to the advice she received from Think Loans and Mortgages Limited (hereafter referred to as TLM) in 2007. This advice related to the purchase of a property under the right-to-buy (RTB) scheme. Miss Q’s representative has said that this was inappropriate due ... (3 pages)View decision -
Decision Reference DRN5589444
29 Sep 2016 Debt Advisory Line Limited UpheldBanking and creditMr W, represented by a claims management company (CMC), says that the debt management plan (DMP) set up for him by Debt Advisory Line Limited (DAL) was mis-sold. backgroundMr W says that he was mis-sold the DMP and an IVA should have been proposed.The CMC says that Mr... (2 pages)View decision -
Decision Reference DRN7298218
15 May 2019 Lowell Financial Ltd Not upheldBanking and creditMr H complains that Lowell Financial Ltd wrongly registered a debt on his credit file even though he had already repaid it in full.backgroundIn July 2014 Mr H took out a loan, which he defaulted on in June 2015. He says that he repaid the outstanding balance in ful... (2 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 DRN3254356
11 Apr 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs A complain that Halifax gave them an unsuitable solution to their debt problems in arranging to consolidate unsecured loans to their mortgage. Mr and Mrs A said they were unable to sustain their level of debt and the further advance put them under more pressure. They said Hali... (2 pages)View decision -
Decision Reference DRN0414771
30 Mar 2019 Foundation for Credit Counselling Not upheldBanking and creditMr B’s complained that Foundation for Credit Counselling (FCC) made a mistake when setting up his debt relief order (DRO).backgroundWhen Mr B was contacted by creditors asking him to pay a debt of £1,500 he realised it hadn’t been included in his DRO. He complain... (2 pages)View decision -
Decision Reference DRN0767663
27 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank PLC sold the debts on his two credit cards to a debt collection agency. He also disagrees with the balance figure that Barclays transferred. Mr B also has a complaint about the interest charged by the debt collection agency, and the type of document ... (1 page)View decision -
Decision Reference DRN7925805
8 Jul 2014 Pentagon (UK) Limited Not upheldBanking and creditMiss W and Mr T complain that: Pentagon (UK) Limited (trading as EuroDebt Financial Services) failed to tell them that their lender was unlikely to agree to freeze interest if they entered into a debt management plan, and when it did in fact refuse to do so; and the debt managem... (3 pages)View decision
