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 DRN3257821
20 Jun 2017 Santander UK Plc Not upheldBanking and creditMrs K complains that Santander UK plc won’t refund to her the deposit that she paid for a car. Her complaint is made against Santander under section 75 of the Consumer Credit Act 1974.backgroundMrs K used her Santander credit card in November 2014 to pay a £5,000 de... (2 pages)View decision -
Decision Reference DRN2867801
27 Apr 2020 Premium Credit Limited UpheldBanking and creditMr O complains that Premium Credit Limited has dealt with his direct debit instructions incorrectly.backgroundMr O electronically signed a credit agreement with Premium Credit in January 2019 to pay for an insurance policy. A direct debit was set up for his bank to make the monthly payment... (3 pages)View decision -
Decision Reference DRN-3128252
26 Oct 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3128252 The complaint Mr C complains about the way that Shop Direct Finance Company Limited, trading as Very, has dealt with the purchases that he’s made on his credit account. What happened Mr C has a credit account with Shop Direct that he used to buy a sofa in June 2019. There were... (3 pages)View decision -
Decision Reference DRN1919840
12 Nov 2014 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK plc will not refund to him the money that he paid for an airline ticket for a third party. His complaint is made against Santander under section 75 of the Consumer Credit Act 1974.backgroundMr G bought an airline ticket for himself in July 2014. A few ... (2 pages)View decision -
Decision Reference DRN1098683
20 Oct 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S complains about the charges that have been applied to her account by Bank of Scotland plc, trading as Halifax. She also complains that it gave her incorrect advice.backgroundMrs S switched her Halifax current account to an account with another bank in March ... (2 pages)View decision -
Decision Reference DRN4009006
15 May 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr S complains about the amount that he’s been charged by Shop Direct Finance Company Limited for items that he bought using his account. backgroundMr S has a credit account with Shop Direct that was opened in December 2016. He used it to buy two items on buy now ... (2 pages)View decision -
Decision Reference DRN4760248
2 Jun 2020 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr L complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has terminated the hire purchase agreement under which a car was supplied to him.backgroundA new car was supplied to Mr L under a hire purchase agreement with Audi Financial Services that he... (2 pages)View decision -
Decision Reference DRN5509331
31 Mar 2015 Barclays Bank Plc Not upheldInvestment and pensionsMs C complains that a life assurance policy was mis-sold to her by Barclays Bank PLC. Ms C is being helped with her complaint by a representative. backgroundA life assurance policy was sold to Ms C by Barclays in January 2010. She complained to Barclays in 2014 tha... (2 pages)View decision -
Decision Reference DRN0819357
1 Jul 2016 Decidebloom Limited Not upheldBanking and creditMrs H complains that a fixed sum loan agreement was mis-sold to her by Decidebloom Limited, trading as Stoneacre. She says that she was only guaranteeing her daughter’s loan but the loan has been made to her. Mrs H is being helped with her complaint by a representa... (2 pages)View decision -
Decision Reference DRN1344913
31 May 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMrs C complains that Shop Direct Finance Company Limited won’t replace goods that were damaged on receipt and that it hasn’t applied a promotional cashback offer to her account.backgroundMrs C opened a credit account with Shop Direct in May 2019. She then used tha... (3 pages)View decision
