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 74386 results
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Decision Reference DRN7699642
3 Feb 2020 TSB Bank plc UpheldBanking and creditMrs R complains that TSB Bank plc recorded incorrect information on her credit reference file after she had settled a debt.backgroundMrs R entered into a Debt Arrangement Scheme (DAS) in 2011, which included her TSB credit card. She maintained her agreed repayments for the duration of that... (2 pages)View decision -
Decision Reference DRN-3566101
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3566101 The complaint Ms H complains National Westminster Bank Plc (NatWest) haven’t treated her fairly in relation to her credit card debt, specifically they: Said in their letter of 2 June 2021 they’d issue a default which, if this has happened, would damage her reputation Passed h... (4 pages)View decision -
Decision Reference DRN3520358
3 Apr 2020 Capquest Debt Recovery Limited Not upheldBanking and creditMr H complains that as Capquest Debt Recovery Limited (“CDR”) has been unable to provide the credit agreement it can’t prove that a debt is his and that the outstanding amount should now be cancelled and he should be reimbursed all of the payments he has made on that account. Mr H also ask... (3 pages)View decision -
Decision Reference DRN6870205
2 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs G complain about a debt reduction agreement that they took out with NEO Media Solutions Limited, trading as One Debt Solutions. They complain that it did not pay money to their creditors as it had agreed to do.backgroundMr and Mrs G entered into a debt reduction agreement wi... (2 pages)View decision -
Decision Reference DRN7068109
6 Aug 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr A and Miss B complain that Debt Help Direct Limited (“DHD”) failed to ensure payments they made under their debt management plan were distributed to their creditors on time or at all, which has left them in a worse position financially.backgroundMr A and Miss B took out a debt man... (3 pages)View decision -
Decision Reference DRN-3426927
8 Dec 2022 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-3426927 The complaint A company, which I’ll refer to as H, complains that China Taiping Insurance (UK) Co Ltd cancelled its retail catering policy and declined its claim for flood damage. The director of H, whom I’ll refer to as Mr S, brings the complaint on H’s behalf. What happened H... (4 pages)View decision -
Decision Reference DRN0741491
9 Feb 2018 Asset Collections & Investigations Limited Not upheldBanking and creditMr S complains about the sale of a debt he owed to Asset Collections and Investigations Limited (ACI). He says ACI failed to conduct due diligence before it bought his debt. backgroundMr S took out a loan in January 2015 with a third party, L. He missed some repaymen... (3 pages)View decision -
Decision Reference DRN4059886
15 Mar 2016 Arrow Global Limited Not upheldBanking and creditMr C feels that Arrow Global Limited (Arrow) hasn’t treated him fairly over a debt.backgroundMr C has a debt which originated from another firm which Arrow took responsibility for. Arrow has at times outsourced the management of this debt to other parties. Mr C ha... (2 pages)View decision -
Decision Reference DRN5967546
24 Sep 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs H complain about a lack of support and understanding from Lloyds Bank PLC when they told it about a drop in their household income, caused by Mrs H becoming very seriously ill and unable to work during her treatment.background Mrs H was unfortunately diagnosed with cancer, in De... (5 pages)View decision -
Decision Reference DRN6422904
16 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMrs S complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do and that it did not respond to her requests for information.backgroundMrs S ... (2 pages)View decision
