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 DRN0767651
16 Jan 2018 Shop Direct Finance Company Limited UpheldBanking and creditMrs R complains about the way that Shop Direct Finance Company Limited has dealt with her account and about the number of calls that it’s attempted to make to her.backgroundMrs R has an account with Shop Direct. She used it in June 2016 to make an order on “buy n... (3 pages)View decision -
Decision Reference DRN-1764744
5 Jun 2020 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-1764744The complaintMr H complains about the issues that he's having with the account for his hire purchase agreement with BMW Financial Services (GB) Limited, trading as Mini Financial Services. What happenedThe details of this complaint are well known to both parties and have be... (2 pages)View decision -
Decision Reference DRN9667291
10 Jan 2020 Creation Consumer Finance Ltd UpheldBanking and creditMr R complains that Creation Consumer Finance Limited cancelled his direct debit mandate for his payments under a fixed sum loan agreement and that it’s recorded missed payments and a default on his credit file.backgroundMr R entered into a fixed sum loan agreement with Creation Consumer F... (2 pages)View decision -
Decision Reference DRN1490235
31 Jul 2013 Barclays Bank Plc Not upheldBanking and creditCompany A complains that Barclays Bank PLC did not provide it with the support that it should have done which caused it to fail.backgroundBarclays did not lend Company A the full amount that it requested in 2007 and refused to lend it more money in 2009 until the first loan had been repa... (2 pages)View decision -
Decision Reference DRN2221977
6 Jun 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr B complains that Volkswagen Financial Services (UK) Limited didn’t tell him that he’d incurred a penalty charge for driving in a bus lane and that he incurred two further penalty charges for the same offence as a result.backgroundA car was supplied to Mr B under... (2 pages)View decision -
Decision Reference DRN4691780
8 Jun 2015 Tesco Personal Finance PLC Not upheldBanking and creditMr H complains that Tesco Personal Finance plc, trading as Tesco Bank, will not refund to him the money that he paid for a mobile phone.backgroundMr H used his Tesco Bank credit card in March 2014 to pay £304.10 for a mobile phone. The phone did not work properly ... (2 pages)View decision -
Decision Reference DRN1132822
20 Jul 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr C complains that Volkswagen Financial Services (UK) Limited won’t compensate him for ending his hire purchase agreement and that it won’t remove the adverse information that it’s recorded on his credit file. Mr C has also made a complaint about his bank – but tha... (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-3380206
28 Apr 2022 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-3380206 The complaint Mr A complains about the amount of interest that he’s been charged by BMW Financial Services (GB) Limited for a car that was supplied to him under a hire purchase agreement. What happened A used car was supplied to Mr A under a hire purchase agreement with BMW Fin... (2 pages)View decision -
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
