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 366 results
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Decision Reference DRN-1493194
16 Sep 2020 Creation Financial Services Limited Not upheldConsumer CreditDRN-1493194The complaintMiss B feels that Creation Financial Services Limited ‘(Creation’ for short) has treated her unfairly in relation to the purchase of a mattress. What happenedIn May 2019 Miss B purchased from a bed merchant a mattress using a Fixed Sum Loan Agreement with Creation t... (3 pages)View decision -
Decision Reference DRN-2020010
14 Aug 2020 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-2020010The complaintMrs M complains that Creation Financial Services Limited (Creation) gave her incorrect information about a refund to her credit card. What happenedMrs M has a credit card with Creation. In July 2019 she expected to see a large refund applied to her account. The refu... (2 pages)View decision -
Decision Reference DRN-1612410
12 Aug 2020 Creation Financial Services Limited UpheldConsumer CreditDRN-1612410The complaintMr V complains about a late payment fee and interest charged by Creation Financial Services Limited (“Creation”) on his credit card. What happenedMr V paid his 26 March 2019 credit card statement in full on 12 April 2019. He says he did this by way of a faster payme... (3 pages)View decision -
Decision Reference DRN-2063556
5 Aug 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-2063556The complaintMr D complains that Creation Financial Services Limited delayed a refund to his account,and failed to reply when he asked for an explanation of what had gone wrong.What happenedMr D was due a refund from a purchase he made on his card. The merchant sent the moneyto ... (3 pages)View decision -
Decision Reference DRN-2037332
29 Jul 2020 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-2037332 The complaintMr C complains about Creation Financial Services Limited and their decision to decline a credit card payment after his credit limit had been increased What happenedOn 8 July 2019, Creation approved an increase to Mr C’s credit limit on his credit card account. On ... (2 pages)View decision -
Decision Reference DRN-1818702
29 Jul 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-1818702 The complaintMr K's unhappy with the way that Creation Financial Services Limited has treated him after he told it he was in financial difficulties and that his mental health had deteriorated. What happenedMr K lost his job and suffered a car accident. He'd had menta... (3 pages)View decision -
Decision Reference DRN8250525
15 Jul 2020 Creation Financial Services Limited Not upheldBanking and creditMr N is unhappy with Creation Financial Services Limited’s response to his complaint. This followed its rejection of his claim under Section 75 of the Consumer Credit Act 1974 (the ‘Act’) for the mis-sale of a solar thermal hot water system.backgroundMr N has told us he was mis-sold his so... (2 pages)View decision -
Decision Reference DRN-1577168
22 Jun 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-1577168The complaintMr M complains that Creation Financial Services Limited (“Creation”) didn’t apply a payment to his credit card account and then declined a transaction on his card. What happenedMr M has a credit card account with Creation. In April 2019, Creation called him to say h... (3 pages)View decision -
Decision Reference DRN2622755
8 Jun 2020 Creation Financial Services Limited UpheldBanking and creditMrs W is unhappy that her claim against Creation Financial Services Limited for a faulty solar power battery system under Section 75 of the Consumer Credit Act 1974 (the ‘Act’) has been declined.backgroundIn October 2016, Mrs W and her husband, Mr W, contracted with a supplier, E, for the ... (4 pages)View decision -
Decision Reference DRN9579311
4 Jun 2020 Creation Financial Services Limited Not upheldBanking and creditMiss T is unhappy that a fraudster was able to use an account she had with Creation Financial Services Limited.backgroundMiss T has an account with Creation Financial Services Limited which she can use to purchase goods from a retailer on credit. In August 2018, a fraudster took control of... (3 pages)View decision