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 601 results
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Decision Reference DRN3189878
2 Jun 2020 Shop Direct Finance Company Limited UpheldBanking and creditMs T complains about the way that Shop Direct Finance Company Limited has dealt with her online shopping account. backgroundMs T has had an online shopping account with Shop Direct since 1998. She complained to it about a number of issues with her account and it paid her a total of £70 com... (4 pages)View decision -
Decision Reference DRN8086172
4 May 2016 Tesco Personal Finance PLC Not upheldBanking and creditMr S complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid for some repairs to his son’s car. His complaint is made against Tesco Bank under section 75 of the Consumer Credit Act 1974. backgroundMr S used his Tes... (2 pages)View decision -
Decision Reference DRN-2552257
8 Mar 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2552257 The complaint Mrs D complains about the way that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, has dealt with the early settlement of a hire purchase agreement under which a car had been supplied to her. What happened A used car was supplied to Mrs... (2 pages)View decision -
Decision Reference DRN3361263
12 Mar 2019 Lex Autolease Limited UpheldBanking and creditMr R complains about the compensation that he’s been offered by Lex Autolease Limited for issues that he’s had with his car’s infotainment system.backgroundA new car was supplied to Mr R under a hire agreement with Lex Autolease that was signed in December 2017. He... (2 pages)View decision -
Decision Reference DRN6048356
3 Oct 2018 Santander UK Plc Not upheldBanking and creditMrs B complains that she’s being pursued for repayment of the money that was lent to her under a fixed sum loan agreement with Santander UK plc, trading as Santander Cards. She also complains about the adverse information that’s been recorded on her credit file. ... (2 pages)View decision -
Decision Reference DRN6054419
15 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs T complains that a debt management plan was mis-sold to her by Harrington Brooks (Accountants) Limited. She also complains about the way that Harrington Brooks had dealt with her plan. She is being helped with her complaint by a representative.backgroundMrs T entere... (2 pages)View decision -
Decision Reference DRN-5005819
18 Sep 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-5005819 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, won’t remove the default that it has recorded on his credit file. What happened Mr S entered into a fixed sum loan agreement with Halifax in November 2021 for a loan of £24,363 and he agreed to make ... (3 pages)View decision -
Decision Reference DRN2238393
14 Jan 2020 Nationwide Building Society Not upheldBanking and creditMiss H complains about the service that she’s received from Nationwide Building Society in connection with its refer-a-friend scheme. backgroundMiss H opened an account with Nationwide in November 2017 and claimed £100 under its refer-a-friend scheme. She didn’t receive the payment so comp... (2 pages)View decision -
Decision Reference DRN2818666
24 Aug 2016 Debt Advisory Line Limited Not upheldBanking and creditMrs P complains that Debt Advisory Line Limited didn’t make her aware of free alternatives when she contacted it for help with her debts. She is being helped with her complaint by a representative.backgroundMrs P contacted Debt Advisory Line in 2013 for help with her... (2 pages)View decision -
Decision Reference DRN9426650
31 Mar 2014 American Express Services Europe Limited UpheldBanking and creditMr F complains about the increased fee that he has been charged for his credit card by American Express Services Europe Limited, the late payment fee that has been applied to his account and the adverse information that it has recorded on his credit file.our initial conclusio... (2 pages)View decision
