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 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 DRN-5625805
14 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5625805 The complaint Miss M complains about the amount that she had to pay to HSBC UK Bank plc, trading as first direct, for the early settlement of a loan. What happened Miss M entered into a fixed sum loan agreement with first direct that she electronically signed in June 2023 fo... (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 -
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 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 -
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 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 DRN7399286
2 Jun 2020 Shop Direct Finance Company Limited Not upheldBanking and creditMr M complains that Shop Direct Finance Company Limited gave him incorrect information about a service guarantee for a tumble dryer that he’d bought from it. His wife is also involved with his complaint. backgroundMr M used his shopping account with Shop Direct to buy a tumble dryer for £2... (3 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
