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 70502 results
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Decision Reference DRN7625352
6 Nov 2017 PRA Group (UK) Limited Not upheldBanking and creditMrs D complains that PRA Group (UK) Limited is chasing her for a credit card debt which isn’t hers.backgroundMrs D took out a credit card in 2006. The account fell into arrears because Mrs D failed to make the minimum monthly repayments. She entered into a reduced pa... (2 pages)View decision -
Decision Reference DRN-4588170
27 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4588170 The complaint Mr T complains that Lantern Debt Recovery Services Ltd (Lantern) haven’t investigated his complaint about irresponsible lending of a loan and harassment to repay it, from the original lender. What happened Mr T held a loan with a lender, which I’ll refer to as Com... (3 pages)View decision -
Decision Reference DRN-2334825
23 Nov 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2334825 The complaint Ms G disputes a debt with Capquest Debt Recovery Limited and feels it has treated her unfairly. What happened Capquest says it administers the debt on behalf of another company who bought the debt from a bank in February 2020. Capquest feels that Ms G owes this de... (2 pages)View decision -
Decision Reference DRN-2136944
1 Feb 2021 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-2136944 The complaint Mr and Mrs G complain that an appointed representative of Quilter Mortgage Planning Limited mis-sold their mortgage. The complaint has been brought by a claims management company on Mr and Mrs G’s behalf, and they’ve said Quilter didn’t adequately assess the suita... (3 pages)View decision -
Decision Reference DRN1679601
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs W complain that debt reduction agreements were mis-sold to them by NEO Media Solutions Limited, trading as One Debt Solution. They also complain that it did not pay money to their creditors as it had agreed to do and that it has provided them with poor customer service. ba... (2 pages)View decision -
Decision Reference DRN1962158
19 Dec 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland plc (“RBS”) has not written off a debt that Mr T says it had agreed to write off. Mr T also says the debt should be statute barred.backgroundThe debt Mr T has with RBS was passed to external recovery agents in mid 2005. Since then it app... (2 pages)View decision -
Decision Reference DRN1139438
2 Mar 2016 Bank of Scotland Plc UpheldBanking and creditMrs M complains that Bank of Scotland plc (trading as Halifax) failed to remove her name from a joint account she held with her husband and unfairly holds her liable for the overdraft debt. background Mrs M opened a joint Halifax account with her then husband, Mr S... (4 pages)View decision -
Decision Reference DRN-3121714
22 Oct 2021 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3121714 The complaint Mr S is unhappy Moneybarn No. 1 Limited passed on a debt to a third party debt purchaser. What happened Mr S took a conditional sale agreement with Moneybarn in May 2018 to acquire a used car. Unfortunately, in October 2018 the car was written off and Mr S’s insur... (4 pages)View decision -
Decision Reference DRN8552872
2 May 2017 Harrington Brooks (Accountants) Limited UpheldBanking and creditMrs B complains that Harrington Brooks (Accountants) Limited mis-sold her a debt management plan. She says it didn’t do enough to manage her debt.backgroundThe background to this complaint is summarised in my provisional decision dated 22 March 2017, a copy of which ... (5 pages)View decision -
Decision Reference DRN-5274951
6 Feb 2025 Evolution Money Limited UpheldMortgagesDRN-5274951 The complaint Mr and Mrs Z complain that Evolution Money Limited mis-sold them a second charge mortgage (secured loan) which wasn’t suitable for their needs. What happened In 2018 Mr and Mrs Z discussed taking out a secured loan with Evolution Money. Evolution Money recommen... (2 pages)View decision
