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 601 results
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Decision Reference DRN7167011
27 May 2016 Shop Direct Finance Company Limited UpheldBanking and creditMr J complains about the late payment information that Shop Direct Finance Company Limited has recorded on his credit file.backgroundMr J opened a credit account with Shop Direct in August 2015 to buy an oven (and a related insurance policy). Shop Direct recorded ... (2 pages)View decision -
Decision Reference DRN3558877
8 Jul 2014 Honda Finance Europe Plc Not upheldBanking and creditMrs C complains about the settlement figure that was quoted to her by Honda Finance Europe Plc to settle a hire purchase agreement.backgroundA car was supplied to Mrs C under a hire purchase agreement that she signed in April 2013. She requested an early settlement quote in September 2013 ... (2 pages)View decision -
Decision Reference DRN2623769
27 Apr 2017 Zopa Limited Not upheldBanking and creditMr C complains about the adverse information that Zopa Limited has recorded on his credit file. He also complains about its customer service.backgroundMr C entered into a fixed sum loan agreement with Zopa in February 2016. The monthly payments were to be made by dire... (2 pages)View decision -
Decision Reference DRN5436443
30 Jan 2018 Close Brothers Limited UpheldBanking and creditCompany B complains that Close Brothers Limited didn’t set up a direct debit correctly which led to its insurance policy being cancelled, a cancellation fee becoming payable and a default fee from Close Brothers. It’s being represented in this complaint by its director,... (2 pages)View decision -
Decision Reference DRN7700032
12 Jun 2018 Shop Direct Finance Company Limited UpheldBanking and creditMr W complains about the adverse information that Shop Direct Finance Company Limited has recorded on his credit file.backgroundMr W used his account with Shop Direct to order a fridge-freezer in June 2017. He cancelled the order and his credit card provider made a c... (2 pages)View decision -
Decision Reference DRN1233963
19 Oct 2018 Shop Direct Finance Company Limited UpheldBanking and creditMr H complains about the adverse information that Shop Direct Finance Company Limited has recorded on his credit file and about the late payment fees that have been charged to his account.backgroundMr H has had an account with Shop Direct since 2004. It sent an acco... (2 pages)View decision -
Decision Reference DRN2140728
4 Jul 2013 LeasePlan UK Limited Not upheldBanking and creditMr Z complains that LeasePlan UK Limited (trading as Network) has applied a £1 VAT charge to the £5 increase in the road fund licence that he is required to pay under the terms of his hire agreement. He also complains that Network has collected the charge by direct debit when it had no a... (2 pages)View decision -
Decision Reference DRN2724531
15 May 2017 Nationwide Building Society Not upheldBanking and creditMr T complains that Nationwide Building Society won’t refund to him the money that he’s claimed for a car that was misrepresented to him. His complaint is made against Nationwide under section 75 of the Consumer Credit Act 1974. backgroundMr T used his Nationwide cred... (2 pages)View decision -
Decision Reference DRN6797025
11 May 2015 Clydesdale Financial Services Limited Not upheldBanking and creditMr C complains that a car that he financed using a fixed sum loan agreement with Clydesdale Financial Services Limited, trading as Barclays Partner Finance, was not of satisfactory quality. He is being helped with his complaint by his daughter.backgroundMr C signed a fi... (2 pages)View decision -
Decision Reference DRN2766073
19 Nov 2015 HSBC Bank plc Not upheldBanking and creditMrs T complains about some payments from her account with HSBC Bank plc, trading as First Direct, which she says she did not make or authorise. She says that payments were made against a cheque before it had cleared and that the cheque was returned unpaid. backgroundA ... (2 pages)View decision
