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 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 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 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 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 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 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 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