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 70661 results
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Decision Reference DRN1314385
11 Jul 2018 Lowell Financial Ltd Not upheldBanking and creditMr P complains that Lowell Financial Ltd has not provided him with the information he has requested to prove the debt he paid towards was his.backgroundMr P says that around 2007 his house was repossessed and the bank with which he held a mortgage (the bank) recover... (3 pages)View decision -
Decision Reference DRN-4623586
15 Mar 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4623586 The complaint Mr S complains that Link Financial Outsourcing Limited is attempting to collect a debt that is statute barred. What happened In the 1990s Mr S took out student loans. Mr S has explained that in 2004 he didn’t defer the loan repayments and the account was ultimatel... (3 pages)View decision -
Decision Reference DRN6811550
16 Oct 2019 Arrow Global Limited Not upheldBanking and creditMrs B complains about Arrow Global Limited chasing her for a debt which isn’t enforceable. She wants them to cease debt collection activity and for the balance to be written off. The complaint has been brought by a representative, who I’ll refer to as ‘F’.backgroundF complained to Arrow Gl... (2 pages)View decision -
Decision Reference DRN-4460776
17 Nov 2023 NRAM Limited UpheldMortgagesDRN-4460776 The complaint Miss A complains that NRAM Limited Will not accept her offer of full and final settlement of a shortfall debt. Caused her distress by raising her expectations by telling her it would consider a full and final offer and then rejecting it without properly consider... (4 pages)View decision -
Decision Reference DRN7565501
13 Oct 2017 HFC Bank Limited Not upheldPayment protection insurance (PPI)Mrs A is unhappy with how HFC Bank Limited (‘HFC’) has resolved her complaint about a payment protection insurance policy (‘PPI’) attached to a loan.HFC Bank Limited sold the policy. But HSBC Bank plc has answered Mrs A’s complaint. For sake of ease I’ll refer to ‘HF... (8 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 DRN2748608
19 Aug 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMr and Mrs H complain that Debt Connect (UK) Limited has mismanaged their debt management plan.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She concluded that Debt Connect had not passed on Mr and Mrs H’s money to their creditors. The adju... (2 pages)View decision -
Decision Reference DRN2829284
1 Nov 2017 Foundation for Credit Counselling Not upheldBanking and creditMiss B complains about the advice that she was given by Foundation for Credit Counselling, trading as StepChange, in connection with her debt relief order.backgroundMiss B contacted StepChange about her debts in 2014. It prepared a personal action plan for her in November... (2 pages)View decision -
Decision Reference DRN-5415818
28 Mar 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5415818 The complaint Mr B complains that PRA Group (UK) Limited (PRA) are pursuing him for a debt he doesn’t recognise and says they haven’t shown he is liable for. What happened The debt stems from a credit card account with a firm I’ll refer to as B. In October 2021, B sold the a... (5 pages)View decision -
Decision Reference DRN3703465
20 Sep 2016 Lloyds Bank PLC Not upheldBanking and creditMr M complains that Lloyds Bank PLC put him in a situation where he had no choice but to take out a mortgage with Lloyds to re-mortgage his property and consolidate his debts.backgroundMr M banked with Lloyds. He applied for an unsecured loan of over £24,000 to clear ou... (3 pages)View decision
