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 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 -
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 DRN8107940
23 May 2018 Shop Direct Finance Company Limited UpheldBanking and creditMr J complains that Shop Direct Finance Company Limited won’t accept the return of a mobile phone that he bought on “buy now - pay later” terms. backgroundMr J used credit provided by Shop Direct to buy a mobile phone in March 2017 on “buy now - pay later” terms. ... (2 pages)View decision -
Decision Reference DRN5708420
14 Jun 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMiss H complains that Shop Direct Finance Company Limited hasn’t complied with her individual voluntary arrangement and about the way that it’s dealt with her debt.backgroundMiss H opened an account with Shop Direct in September 2011 and she used it to buy some items ... (2 pages)View decision -
Decision Reference DRN0942885
24 Oct 2017 Motion Finance 2017 Limited Not upheldBanking and creditMiss A complains about the actions of Motion Finance 2017 Limited, trading as KMC, in dealing with the supply of a car to her. She’s also made a complaint about the finance provider - but that complaint’s being dealt with separately.backgroundA used car was supplie... (2 pages)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 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 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 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 -
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