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 DRN0672252
6 Jun 2017 Vanquis Bank Limited UpheldBanking and creditMiss C complains that Vanquis Bank Limited added a default to her credit file when she’d been told this wouldn’t happen if she kept in touch. She wants it removed.backgroundMiss C says that in May 2016 she contacted Vanquis to tell it she’d lost her employment. And t... (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 DRN-1003508
2 Jul 2020 Arrow Global Limited UpheldConsumer CreditThe complaint Miss S has complained that Arrow Global Limited has been pursuing her for a debt which isn’t hers. What happened Miss S is unhappy that Arrow Global is pursuing her for a debt which she thinks might be for a fraudulent loan from 2004. She wants Arrow Global to provide proof o... (2 pages)View decision -
Decision Reference DRN6973000
27 Nov 2019 Advanced Payment Solutions Limited UpheldBanking and creditMr D is unhappy Advanced Payment Solutions Limited (APS) didn’t tell him when he settledhis debt that it had been sold to a debt collection agency.backgroundMr D had an account with APS from September 2016. The account charged a monthlysubscription of £5.95.In September 2017, APS arranged ... (4 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 DRN4560384
30 Mar 2019 Santander Consumer (UK) Plc Not upheldBanking and creditMrs P complains that Santander Consumer (UK) Plc recorded inaccurate information on her credit file. Mrs P also complains that the default was registered later than it should’ve been. background The background to this complaint, and my initial conclusions, were set o... (4 pages)View decision -
Decision Reference DRN7932782
7 Mar 2018 Christians Against Poverty Not upheldBanking and creditMrs M has complained about Christians Against Poverty’s management of her debt in 2011- 2012 when she was in a debt management plan with her (now ex-) husband. She wants them to pay back arrears that built up towards her mortgage, as well as arrange to remove Coun... (3 pages)View decision -
Decision Reference DRN9778728
5 Jun 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs H complain that Bank of Scotland plc (trading as Halifax) has registered a default against Mrs H, without giving her a chance to pay off the debt.backgroundMr and Mrs H had a joint account with Halifax, which had a large overdraft. Mr H told us that he... (3 pages)View decision -
Decision Reference DRN0388472
24 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr R complains that Bank of Scotland plc trading as Halifax incorrectly applied a default on his credit file. He would like this default removed and compensation for the time and effort taken in raising this complaint.backgroundMr R fell into financial difficulties ... (3 pages)View decision -
Decision Reference DRN7253237
25 Aug 2016 Cabot Financial (Marlin) Limited Not upheldBanking and creditMrs G says she sent Cabot Financial (Marlin) Limited two ‘cheques’ to repay a debt. But it didn’t process them.backgroundMrs G says she sent Cabot two ‘cheques’ to repay two debts it was chasing her for. But it didn’t process them. So it should write off the debts a... (2 pages)View decision
