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 634 results
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Decision Reference DRN3216183
11 Oct 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr G complains about the way that Shop Direct Finance Company Limited has dealt with his accounts.backgroundMr G opened an account with Shop Direct in 1996 with a credit limit of £450 – which was increased over time to £10,000. He opened two other accounts with Shop ... (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 DRN3702737
23 Jan 2015 Capital One (Europe) plc Not upheldBanking and creditMr B complains that Capital One (Europe) plc will not refund to him the money that he paid for a timeshare. His complaint is made against Capital One under section 75 of the Consumer Credit Act 1974. Mr B is being helped with his complaint by a representative. backgroundMr B paid £2,395... (2 pages)View decision -
Decision Reference DRN7584568
15 Feb 2018 Clydesdale Financial Services Limited Not upheldBanking and creditMr M complains about the information that he was given by Clydesdale Financial Services Limited, trading as Barclays Partner Finance, when he voluntarily terminated his conditional sale agreement.backgroundA used car was supplied to Mr M under a conditional sale agreem... (2 pages)View decision -
Decision Reference DRN8397674
18 Apr 2016 Advantage Finance Ltd Not upheldBanking and creditMr P complains about the charges that Advantage Finance Limited applied to his account. He also complains that the charges weren’t made clear to him at the start of the agreement and that Advantage Finance Limited shouldn’t have used the emergency contact details.back... (2 pages)View decision -
Decision Reference DRN-2198379
11 Jan 2021 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2198379 The complaint Mrs H complains that a washing machine that she paid for using a credit agreement with Shop Direct Finance Company Limited, trading as “very”, wasn’t of satisfactory quality. What happened The details of this complaint are well known to both parties and have been ... (2 pages)View decision -
Decision Reference DRN9894395
10 Apr 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMs H complains that Barclays Partner Finance will not refund to her the amount that she paid for a driving instructor training course for her then husband. She financed the course using a fixed sum loan agreement with Barclays Partner Finance and her claim is made against it under sectio... (2 pages)View decision -
Decision Reference DRN2317613
13 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank plc will not refund to him the money that he paid for a solar thermal water heating system that he says was misrepresented to him. His complaint is made against HSBC under section 75 of the Consumer Credit Act 1974. Mr L is being helped with his complaint ... (2 pages)View decision -
Decision Reference DRN2681471
21 Oct 2014 National Westminster Bank Plc Not upheldInsurance (excluding PPI)Mr and Mrs B complain that a term assurance policy was mis-sold to them by National Westminster Bank Plc. backgroundMr and Mrs B applied to NatWest for a mortgage in 2001 and they also took out a life assurance policy. They redeemed the mortgage later that year as they obtained a more c... (2 pages)View decision -
Decision Reference DRN8658379
29 Jul 2014 MBNA Limited Not upheldBanking and creditMr D complains that MBNA Limited will not refund to him the money that he paid to a claims management company. backgroundMr D made two payments to a claims management company. It realised that it would not be able to provide the services to Mr D and agreed to refund the payments that he... (2 pages)View decision
