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 69711 results
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Decision Reference DRN9744230
23 Mar 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr C complains that Shop Direct Finance Company Limited (SDFC) refused to write off his debts and has harassed him for payment. backgroundMr C has two accounts with SDFC, one opened in December 2009 and the other in December 2010. In May 2018 he wrote to SDFC to ask ... (2 pages)View decision -
Decision Reference DRN4076511
2 May 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)Following a successful complaint that three monthly premium Payment Protection Insurance (PPI) policies had been mis-sold, HSBC agreed to refund to Mr M the premiums paid plus interest. Mr and Mrs M have complained that the refunds were applied to other debts they held with HSBC rather ... (4 pages)View decision -
Decision Reference DRN6729845
10 Nov 2016 Lowell Financial Ltd UpheldBanking and creditMiss H complains that Lowell Financial Ltd (trading as Lowell Group) wrongly took payment from her in respect of a debt that did not belong to her.backgroundMiss H says that she has discovered that debt repayments which she made to Lowell were in respect of a debt w... (2 pages)View decision -
Decision Reference DRN-5009096
19 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5009096 The complaint Mr D complains that Santander UK Plc asked a debt recovery company to collect his debt when he already had a payment plan in place with another debt recovery company. What happened Mr D holds an account with Santander. The account is a debt and in June 2023 San... (3 pages)View decision -
Decision Reference DRN-3176455
2 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3176455 The complaint Mr J complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr J applied for an Aqua credit card in March 2014 and it was agreed with a limit of £250. Limit increases were offered by Aqua and put in place as follows: Date Limit M... (4 pages)View decision -
Decision Reference DRN-2885957
13 Jul 2021 Resolvecall UpheldConsumer CreditDRN-2885957 The complaint Mrs M complains that Resolvecall tried to collect debts that were included in her bankruptcy. What happened Mrs M was declared backrupt in 2018 and discharged in 2019. In February and March 2020 Resolvecall was instructed by a third party business to try and coll... (2 pages)View decision -
Decision Reference DRN8718423
24 Aug 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMr J complains Cabot Credit Management Group Limited fabricated a notice of assignment of a debt - which it then tried to collect from him. He also complains about the methods used to try and collect the debt. He wants action taken in respect of the business’ consume... (2 pages)View decision -
Decision Reference DRN7716522
22 Jun 2015 Drydens Limited Not upheldBanking and creditMr P complains that Drydens Limited (the business) is chasing him for an outstanding debt but has not provided him with the details proving he owes the money.backgroundMr P says that he was paying £30 per month to a debt collection company but that he had no informatio... (2 pages)View decision -
Decision Reference DRN4616113
16 Jan 2014 Intrinsic Financial Planning Ltd Not upheldBanking and creditMr and Mrs W complain that Intrinsic Financial Planning Ltd (IFP) missold a mortgage to them. They ask for IFP to refund its fees and pay compensation for their loss due to its poor advice. Mr and Mrs W are represented by a claims management company. backgroundIFP recommended a £153,000... (2 pages)View decision -
Decision Reference DRN3306885
6 Mar 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMs A and Mr F complain that a mortgage recommended by Legal & General Partnership Services Limited wasn’t suitable. Ms A and Mr F are represented by a solicitor, which I’ll refer to as the representative. They ask for compensation.backgroundIn December 2006 Legal &... (3 pages)View decision
