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 DRN3269160
14 Aug 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMr S complains about the default that BMW Financial Services (GB) Limited has recorded on his credit file. He’s being helped with his complaint by his wife. backgroundA new car was supplied to Mr S under a hire purchase agreement with BMW Financial Services that he s... (3 pages)View decision -
Decision Reference DRN9504137
31 May 2019 Virgin Media Mobile Finance Limited Not upheldBanking and creditMr S complains that he wasn’t told that he was entering into a credit agreement with Virgin Media Mobile Finance Limited when he upgraded his mobile phone or that there was a charge for the handset. He’s being helped with his complaint by his wife.backgroundMr S upgrade... (2 pages)View decision -
Decision Reference DRN4849925
30 Jan 2018 3J Finance Limited Not upheldBanking and creditMr A complains that a fixed sum loan agreement was mis-sold to him by 3J Finance Limited. He’s being helped with his complaint by his wife. backgroundMr A used a fixed sum loan agreement with 3J Finance that he signed in December 2016 to pay for English language traini... (2 pages)View decision -
Decision Reference DRN1494938
13 Nov 2015 J & J Insurance Finance Not upheldInvestment and pensionsMr U complains that an income protection plan was mis-sold to him by Mr Xiao, trading as J&J Insurance Finance. He is being helped with his complaint by a representative. backgroundJ&J Insurance Finance recommended to Mr U in 2006 that he take out an income p... (2 pages)View decision -
Decision Reference DRN9506743
31 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr W complains that HSBC Bank plc will not refund to him the money that he paid for a watch when he was overseas and which he says is a counterfeit. His complaint is made against HSBC under section 75 of the Consumer Credit Act 1974.our initial conclusionsThe adjudicator did n... (2 pages)View decision -
Decision Reference DRN8682389
22 Feb 2017 Bank of Ireland (UK) Plc Not upheldBanking and creditMs O complains that Bank of Ireland (UK) plc, trading as Post Office Money, won’t refund to her the money that she paid for some flights. Her complaint is made against Post Office Money under section 75 of the Consumer Credit Act 1974. backgroundMs O used her Post ... (2 pages)View decision -
Decision Reference DRN9886933
25 Oct 2017 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited won’t refund to him the money that he paid for some folding doors. His complaint is made against MBNA under section 75 of the Consumer Credit Act 1974. backgroundMr A used his MBNA credit card in early 2016 to pay £3,600 towards the co... (2 pages)View decision -
Decision Reference DRN8239543
24 Aug 2016 Clydesdale Financial Services Limited Not upheldBanking and creditMiss T complains that a car that was supplied to her under a conditional sale agreement with Clydesdale Financial Services Limited, trading as Barclays Partner Finance, wasn’t of satisfactory quality.backgroundA used car was supplied to Miss T under a conditional sale... (2 pages)View decision -
Decision Reference DRN-5703472
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5703472 The complaint Miss K complains about the amount of interest that has been charged by Lloyds Bank plc on her credit card account. What happened Miss K has a credit card account with Lloyds Bank. She used her credit card to pay £5,055.95 for a new kitchen in March 2025 and she... (2 pages)View decision -
Decision Reference DRN-4947346
14 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4947346 The complaint Miss H complains about the way that Creation Consumer Finance Limited has dealt with the payments due from her under a hire purchase agreement. What happened A used car was supplied to Miss H under a hire purchase agreement with Creation Consumer Finance that s... (3 pages)View decision
