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 359 results
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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 -
Decision Reference DRN-4968664
12 Nov 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4968664 The complaint Mr T complains that Creation Financial Services Limited hasn’t provided the requested breakdown of the interest charges, and how they were calculated for the period from the initiation of a 0% balance transfer in December 2022, on his credit card account. What ... (3 pages)View decision -
Decision Reference DRN-5070199
10 Oct 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5070199 The complaint Mr M complains that he was unable to use the “Flex” option when making a purchase using his credit card, issued by Creation Financial Services Limited. As a result, he has had to pay interest on the purchase. What happened Mr M has a credit card, issued by Crea... (3 pages)View decision
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