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-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 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 DRN-5813641
26 Nov 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5813641 The complaint Ms M complains that Shop Direct Finance Company Limited, trading as Littlewoods, didn’t close her account with it, has dealt with her using multiple reference numbers and has given her contradictory information. What happened Ms M had a shopping account with Sh... (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 DRN5091982
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMs A complains about the customer service that she received from Lloyds Bank plc when she was experiencing financial difficulties. She is being helped with her complaint by her partner. backgroundMs A spoke with Lloyds in 2014 about the charges that had been applied ... (2 pages)View decision -
Decision Reference DRN-1660968
10 Sep 2020 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-1660968The complaintMr B complains that John Lewis Financial Services Limited won’t reimburse him for the losses that he’s claimed as a result of a failed repair of his car. What happenedThe details of this complaint are well known to both parties and have been set out by the investiga... (3 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 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 DRN3762887
25 Sep 2019 Moneybarn No. 1 Limited Not upheldBanking and creditMr P complains that he wasn’t made aware of the arrears on his account in a timely manner by Moneybarn No. 1 Limited and about other issues with the way that it’s dealt with his account.backgroundA used car was supplied to Mr P under a conditional sale agreement with Moneybarn that he sign... (2 pages)View decision -
Decision Reference DRN9699216
12 Dec 2014 MBNA Limited Not upheldBanking and creditMr G complains that MBNA Limited will not refund to him the money that he paid for a holiday club membership. His complaint is made against MBNA under section 75 of the Consumer Credit Act 1974. backgroundMr G paid £7,300 for a holiday club membership in 2009, £1,500 of which was paid u... (2 pages)View decision