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 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 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 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 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 DRN2801919
20 Jun 2018 Ulster Bank Ltd Not upheldBanking and creditMr M and Ms B complain that Ulster Bank Limited won’t refund to them the money that they paid for a holiday club membership. Their complaint is made against Ulster Bank under section 75 of the Consumer Credit Act 1974. backgroundMr M and Ms B took out a loan in 20... (2 pages)View decision -
Decision Reference DRN0652482
3 Nov 2014 Phoenix Life Limited Not upheldInvestment and pensionsMrs H complains that a life assurance policy with critical illness benefit was mis-sold to her by Phoenix Life Limited.backgroundMrs H and her husband were granted a mortgage in 2001 and they also took out a life assurance policy with critical illness benefit. The policy lapsed due to ... (2 pages)View decision -
Decision Reference DRN-3449737
11 Jul 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3449737 The complaint Mrs L complains about the way that Shop Direct Finance Company Limited, trading as Littlewoods, has dealt with the payments that she’s made to her account. She’s being helped with her complaint by her daughter. What happened Mrs L says that she’s been a customer o... (2 pages)View decision -
Decision Reference DRN-5802180
8 Sep 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5802180 The complaint Ms R complains that PayPal (Europe) S.a r.l et Cie, S.C.A has reported missed payments on her account to the credit reference agencies. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows:... (3 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 -
Decision Reference DRN8400947
8 Mar 2017 Lloyds Bank PLC Not upheldBanking and creditMr S complains that Lloyds Bank plc has recorded a default against him relating to an account which was used by his ex-partner without his knowledge or consent. backgroundMr S contacted Lloyds in February 2015 because his current account had been used for transactions t... (2 pages)View decision