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 652 results
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Decision Reference DRN9849501
14 Oct 2016 Express Gifts Ltd Not upheldBanking and creditMrs C complains that Express Gifts Limited, trading as Studio, has increased the rate of interest on her credit agreement without notice to her.backgroundMrs C signed a credit agreement with Studio in October 2011. The agreement said that: “The APR is 29.5% (variabl... (2 pages)View decision -
Decision Reference DRN3833236
27 Jun 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L complain that Bank of Scotland Plc (trading as Halifax) did not cancel a standing order as requested in October 2002.backgroundMr and Mrs L had been paying £5.42 each month by standing order. In October 2002, they instructed Halifax to cancel the standing order and to set u... (2 pages)View decision -
Decision Reference DRN8067591
20 Sep 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr C complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid for a fire-pit. His complaint is made against Tesco Bank under section 75 of the Consumer Credit Act 1974. backgroundMr C used his Tesco Bank credit card ... (2 pages)View decision -
Decision Reference DRN4140640
26 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr L complains that he did not authorise two payments which have been taken from his accounts with Lloyds Bank plc (previously Lloyds TSB Bank plc).backgroundMr L was on holiday overseas with his wife in December 2014. His wife bought a tablet computer for the local ... (2 pages)View decision -
Decision Reference DRN7715817
24 Jan 2018 Shop Direct Finance Company Limited UpheldBanking and creditMrs W complains about the way that Shop Direct Finance Company Limited has dealt with her account. backgroundMrs W has an account with Shop Direct and she used it to buy a number of items on “buy now – pay later” terms. She says that she made payments on time but ... (2 pages)View decision -
Decision Reference DRN1085239
18 Oct 2013 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs D complains that Bank of Ireland (UK) plc, trading as Post Office Financial Services, will not refund to her the money that she paid, using her Post Office credit card, for some car repairs. Her complaint is made against the Post Office under section 75 of the Consumer Credit Act... (1 page)View decision -
Decision Reference DRN5411650
4 May 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMrs C complains about the interest that has been applied to her account by Shop Direct Finance Company Limited.backgroundMrs C has three accounts with Shop Direct. She bought some goods using one of the accounts on “buy now pay later” terms. She received a text mess... (2 pages)View decision -
Decision Reference DRN0733722
8 Jun 2015 TSB Bank plc Not upheldBanking and creditMr G complains that TSB Bank plc has allowed direct debits to be paid from his account when there was not enough money in the account, causing the account to become overdrawn, and about the charges that it has applied to his account.backgroundMr G has a cash accoun... (2 pages)View decision -
Decision Reference DRN1218960
6 Apr 2018 Shop Direct Finance Company Limited UpheldBanking and creditMiss D complains about the adverse information that Shop Direct Finance Company Limited has recorded on her credit file. backgroundMiss D has an account with Shop Direct. She complained to this service in 2016 about the interest that was charged on her account. In res... (2 pages)View decision -
Decision Reference DRN8199039
27 Jun 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr T complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid to rent a holiday villa. His complaint is made against Tesco Bank under section 75 of the Consumer Credit Act 1974 and the chargeback rules. backgroundMr... (2 pages)View decision