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 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 -
Decision Reference DRN4979525
10 Apr 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMs B complains that a hire purchase agreement with Mercedes-Benz Financial Services UK Limited was set up in her name when it should’ve been set up in her company’s name. She also complains about some faults with the car.backgroundA car was supplied to Ms B under a hire... (3 pages)View decision -
Decision Reference DRN-2644586
25 Mar 2021 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-2644586 The complaint Ms B complains about the way that that Creation Consumer Finance Limited has dealt with her credit agreement and about the fees that it has applied to her account. What happened Ms B entered into a credit agreement for a store card with Creation Consumer Finance i... (3 pages)View decision -
Decision Reference DRN6949077
19 Dec 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss R complains about an additional mid-term premium she was charged by Advantage Insurance Company Limited for her motor insurance policy. background Miss R contacted Advantage in May 2018 to update some personal details. She’d recently changed her occupation and her... (3 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 DRN-5658384
3 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5658384 The complaint Mr B complains that N.I.I.B. Group Limited, trading as Northridge Finance, has unfairly terminated the hire purchase agreement under which a car had been supplied to him and sold the car for less than it was worth. What happened A used a car was supplied to Mr ... (3 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-5288469
4 Mar 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5288469 The complaint Mrs R complains that Volvo Car UK Limited has sent her information that should have been sent to another customer and that it has sent her information to that customer. What happened Mrs R signed a hire agreement in May 2024 for a car to be supplied to her but ... (2 pages)View decision -
Decision Reference DRN5938919
4 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs R complains that a debt management plan was mis-sold to her by Harrington Brooks (Accountants) Limited. She is being helped with her complaint by a representative.backgroundMrs R entered into a debt management plan with Harrington Brooks in July 2009. Her representat... (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
