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 361 results
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Decision Reference DRN-5738874
28 Aug 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5738874 The complaint Mr F complains that Creation Financial Services Limited (Creation) has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened Between 17 and 25 November 2024, Mr F and his family stayed at a hot... (4 pages)View decision -
Decision Reference DRN-5695470
16 Jul 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5695470 The complaint Mr T complains that Creation Financial Services Limited declined his claim made under Section 75 of the Consumer Credit Act 1974 (CCA). He’d like the claim accepted. What happened In August 2023 Mr T used his Creation credit card to pay £4,400 towards an agree... (3 pages)View decision -
Decision Reference DRN-5632235
7 Jul 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5632235 The complaint Mrs H complains Creation Financial Services Limited (“Creation”) closed her account without providing her with proper notice. What happened In January 2025, Creation closed Mrs H’s credit card account. Mrs H said she received no notice of this, but Creation sa... (2 pages)View decision -
Decision Reference DRN-5593181
13 Jun 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5593181 The complaint Mr G complains that Creation Financial Services trading as Creation lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for a Creation credit card in August 2013. In his application, Mr G... (3 pages)View decision -
Decision Reference DRN-5551950
12 May 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5551950 The complaint Mr P complains that Creation Financial Services Limited (“Creation”) failed to uphold his claim under Section 75 Consumer Credit Act 1975 (“s.75”) in full. Mrs P has represented her husband in making this claim, but for ease of reference I will refer to him alone ... (6 pages)View decision -
Decision Reference DRN-5371535
25 Mar 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5371535 The complaint Mrs C complains that Creation Financial Services Limited has treated her unfairly in relation to a payment she made on her Creation credit card. What happened In June 2022 Mrs C and her husband contracted with a third-party timeshare relinquishments company (I... (5 pages)View decision -
Decision Reference DRN-4833040
10 Feb 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4833040 The complaint Mr C complains that Creation Financial Services Limited (‘Creation’) will not refund the cost of a sofa suite which he paid and bought for his mother using his credit card. What happened Following the passing of Mr C’s father, Mr C decided to purchase a new so... (4 pages)View decision -
Decision Reference DRN-5042273
3 Jan 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5042273 The complaint Mr F complains that Creation Financial Services Limited (“Creation”) misallocated his payments and provided poor customer service when he sought clarification. What happened Mr F has a credit card account with Creation which has a flex facility. This allows cus... (3 pages)View decision -
Decision Reference DRN-5120314
30 Dec 2024 Creation Financial Services Limited UpheldConsumer CreditDRN-5120314 The complaint Mr B complains that Creation Financial Services Limited trading as Creation (Creation) defaulted his account. What happened In July 2022, Mr B started a Buy Now Pay Later credit agreement at a retailer. The limit was £1,000 and was interest free on the first pu... (4 pages)View decision -
Decision Reference DRN-5153119
11 Dec 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5153119 The complaint Mr H complains that Creation Financial Services Limited decreased the credit limit on his credit card. What happened Mr H holds a credit card with Creation. On 8 May 2024 Creation decreased the credit limit on the card to £800 and sent a letter to Mr H informin... (2 pages)View decision
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