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 DRN-2441546
3 Mar 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2441546 The complaint Mr W complains about the non-sterling transaction fee that American Express Services Europe Limited has applied to a payment and about the way that it’s dealt with his complaint. What happened Mr W used his American Express credit card in March 2019 to make a paym... (2 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 DRN-5620170
11 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620170 The complaint Mr A complains that Santander Consumer (UK) plc, trading as Santander Consumer Finance, collected the final payment due from him under a fixed sum loan agreement when a third party had also made that payment. What happened Mr A electronically signed a fixed sum... (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 -
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 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 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 DRN2466784
19 Jan 2021 The Just Partnership Limited Not upheldBanking and creditMrs D complains that a fixed sum loan agreement that was used to pay for a car was mis- sold to her by The Just Partnership Limited. Her husband is also involved in her complaint. background The details of this complaint are well known to both parties and have been set out by the investiga... (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
