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 DRN4252944
13 Mar 2014 Tesco Personal Finance PLC Not upheldBanking and creditMr B complains that Tesco Personal Finance plc, trading as Tesco Bank, will not refund to him the money that he paid to a betting adviser. backgroundMr B paid for some betting advice using his Tesco Bank credit card. The payment was made to a company that was different to the betting ... (1 page)View decision -
Decision Reference DRN4475299
3 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr B complains that Lloyds Bank plc won’t refund to him the money that he paid for some services that he says he hasn’t received. His complaint is made against Lloyds under section 75 of the Consumer Credit Act 1974 and the chargeback rules. backgroundMr B used his Lloy... (2 pages)View decision -
Decision Reference DRN3197496
1 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank PLC, trading as Barclaycard, won’t refund to him the money that he paid for repairs to a car. His complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974. Mr S is being helped with his complaint by a ... (1 page)View decision -
Decision Reference DRN5964477
3 Mar 2015 Santander UK Plc Not upheldBanking and creditMrs G complains that Santander UK plc will not refund to her the money that she paid for a holiday. Her complaint is made against Santander under section 75 of the Consumer Credit Act 1974. Mrs G is being helped with her complaint by her husband.backgroundMrs G paid a holiday company ... (2 pages)View decision -
Decision Reference DRN-2607993
17 Mar 2021 Hyundai Capital UK Limited UpheldConsumer CreditDRN-2607993 The complaint Mr K complains about the adverse information that Hyundai Capital UK Limited, trading as Hyundai Finance, has recorded on his credit file relating to a conditional sale agreement under which a car was supplied to him. What happened A new car was supplied to Mr K u... (3 pages)View decision -
Decision Reference DRN5795947
28 Jun 2013 Next Retail Limited Not upheldBanking and creditMrs K complains about the customer service that she has received from Next Retail Limited.backgroundMrs K bought some items from Next in December 2011. Not all of the items were delivered to her so she contacted Next. She says that the customer service she received from Next was po... (2 pages)View decision -
Decision Reference DRN6949214
20 Jul 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs S complain that The Royal Bank of Scotland plc changed its rules without notice to them. They also complain about the customer service that they received.backgroundMrs S phoned RBS in December 2014 to make a direct payment but she was unable to do so as it... (2 pages)View decision -
Decision Reference DRN6603139
17 May 2013 Barclays Bank Plc Not upheldBanking and creditMrs F complains about the reserve usage fees that have been applied to her account by Barclays Bank Plc and that it has not acknowledged that she is a student. backgroundMrs F exceeded her overdraft limit and Barclays applied reserve usage fees. She complained to Barclays that the fees ... (2 pages)View decision -
Decision Reference DRN3085406
7 Nov 2017 Shop Direct Finance Company Limited UpheldBanking and creditMrs N complains that Shop Direct Finance Company Limited won’t refund to her the money that she’s been charged for an item that she didn’t receive.backgroundMrs N had a credit account with Shop Direct. She told Shop Direct about her change of address in June 2013 ... (2 pages)View decision -
Decision Reference DRN0166868
17 Oct 2014 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMr B complains that he was given incorrect information by Aviva Life & Pensions UK Limited about a term assurance policy and that, because of that incorrect information, he allowed the policy to lapse. He also complains that Aviva wrote to him using an incorrect address.backgroundM... (2 pages)View decision
