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 DRN-3369136
15 Jul 2022 Provident Personal Credit Limited Not upheldConsumer CreditDRN-3369136 The complaint Mr T complains Provident Personal Credit Limited (“Provident”) incorrectly took deductions from a compensation payment to repay an outstanding debt. Mr T says he had already settled the debt with a third-party debt collection agency. What happened Mr T said he an ... (3 pages)View decision -
Decision Reference DRN6991179
9 May 2016 Santander UK Plc Not upheldBanking and creditMrs H’s complaint is that Santander UK Plc has unfairly pursued her for payment of two credit card debts. She says that Santander hasn’t been able to provide the original credit agreements for either account.Mrs H also says that Santander has incorrectly sent letters ab... (4 pages)View decision -
Decision Reference DRN-3713594
6 Oct 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3713594 The complaint Miss N complains that Lloyds Bank PLC (“Lloyds”) didn’t provide her with enough support to address arrears on her credit card after she became ill in 2014. What happened Miss N held various accounts with Lloyds. Unfortunately, Miss N became unwell in 2014 which le... (3 pages)View decision -
Decision Reference DRN8201333
8 Nov 2018 Kapama Limited UpheldBanking and creditMr S has raised a complaint about the administration of his account, in particular the validity and amount of the outstanding debt.backgroundMr S took out a loan in 2011. The company he borrowed from has now gone into liquidation and his debt has been sold to a third ... (3 pages)View decision -
Decision Reference DRN3357418
19 Aug 2015 Foundation for Credit Counselling Not upheldBanking and creditMiss U, who is represented by a third party, complains Foundation for Credit Counselling gave her poor debt advice and handled her debt management plan badly.backgroundIn 2009 Miss U contacted Foundation for Credit Counselling – better known as Step Change – at the ... (2 pages)View decision -
Decision Reference DRN-2559793
17 Mar 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2559793 The complaint D complains about National Westminster Bank Plc (“NatWest”) for its decision to deny his business account longer forbearance on an overdraft debt and its decision to transfer the account to debt recovery. D wants the account to remain out of debt recovery and for ... (3 pages)View decision -
Decision Reference DRN1630816
29 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr T complains that Lloyds Bank plc is pursuing him for a debt that he does not owe it. He also complains that Lloyds told his wife about the debt, and that its collection agents harassed him whilst in hospital and generally.backgroundMr T said that he was being pursued by Lloyds, and a... (3 pages)View decision -
Decision Reference DRN1239236
8 Mar 2019 PRA Group (UK) Limited Not upheldBanking and creditMr R’s unhappy that PRA Group (UK) Limited has been communicating with him about a debt he says he’s paid off.backgroundPRA is trying to recover money it says Mr R owes to two financial businesses. Mr R says he’d entered a debt management plan and both debts wer... (2 pages)View decision -
Decision Reference DRN9665984
23 Oct 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr F’s complaint is that Capital One (Europe) plc has used compensation due to him to reduce the debt it says Mr F owes on a credit card.backgroundIn 2006 Mr F got into financial difficulties and entered an Individual Voluntary Arrangement (IVA). The IVA was comple... (2 pages)View decision -
Decision Reference DRN5600286
18 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMs B complains that NEO Media Solutions Limited (trading as One Debt Solution) did not distribute payments to her creditors.backgroundOur adjudicator recommended that the complaint be upheld. In summary he said: he was not convinced the ‘debt reduction’ plan NEO set up for Ms B met t... (2 pages)View decision
