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 DRN5165877
31 Jul 2013 HFC Bank Limited Not upheldBanking and creditMr D complains that HFC Bank Limited recorded a default on his credit file.backgroundMr D had three accounts with HFC. He opened the first account, on which the default was later recorded, when he lived at his old address and opened the other two accounts after he had moved to his curr... (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 -
Decision Reference DRN9322874
8 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc won’t refund to him the amount that he’s claimed for his purchase of a multi-media car stereo unit. His complaint is made against NatWest under section 75 of the Consumer Credit Act 1974. backgroundMr W used his NatWest credit card in April... (2 pages)View decision -
Decision Reference DRN-2166768
21 Dec 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2166768 The complaint Mr A complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, won’t refund to him the money that he paid for a car that was supplied to him under a hire purchase agreement. What happened The details of this complaint are well ... (2 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 -
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 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-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 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
