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 DRN-5362213
24 Mar 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5362213 The complaint Mr S complains about issues caused by Salary Finance Loans Limited in collecting the payments due from him under a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Salary Finance Loans in May 2023 for a loan of £25,000. ... (3 pages)View decision -
Decision Reference DRN4374306
3 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMr P complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him for the higher fees and interest that he had to pay for a mortgage because of the default that it had recorded on his account.backgroundMr P had a credit card account with Halifax that was in arrears. It defa... (2 pages)View decision -
Decision Reference DRN5339220
23 May 2018 American Express Services Europe Limited UpheldBanking and creditMr C complains that American Express Services Europe Limited won’t refund to him the money that he paid for a mobile phone. His complaint is made against American Express under section 75 of the Consumer Credit Act 1974. backgroundMr C used his American Express credit c... (2 pages)View decision -
Decision Reference DRN-2144952
22 Feb 2021 FirstRand Bank Limited Not upheldConsumer CreditDRN-2144952 The complaint Mr E complains that a car that was supplied to him under a hire purchase agreement with FirstRand Bank Limited, trading as MotoNovo Finance, wasn’t of satisfactory quality and that the car has been repossessed. What happened The details of this complaint are well ... (3 pages)View decision -
Decision Reference DRN-3237044
2 Feb 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3237044 The complaint Mrs S complains that HSBC UK Bank plc, trading as First Direct, won’t refund to her the money that she paid for services in connection with the relinquishment of a timeshare. What happened I issued a provisional decision on this complaint on 7 December 2021 in whi... (4 pages)View decision -
Decision Reference DRN-3384370
12 May 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3384370 The complaint Mr S complains about the way that MBNA Limited has dealt with his credit card account. What happened Mr S opened a credit card account with MBNA in January 2011 and he made a balance transfer of £8,900 to the account that month. He also made balance transfers to t... (3 pages)View decision -
Decision Reference DRN8362629
28 May 2020 FCE Bank Plc UpheldBanking and creditMr I complains that FCE Bank plc, trading as Ford Credit, has recorded a default on his credit file. He’s being helped with his complaint by a representative.backgroundA car had been supplied to Mr I under a hire purchase agreement with Ford Credit and he was making monthly payments to it ... (3 pages)View decision -
Decision Reference DRN-2574615
25 May 2021 etika Finance UK Limited Not upheldConsumer CreditDRN-2574615 The complaint Mrs B complains about the refund that etika Finance UK Limited, trading as Paybreak, has made to her for a package of beauty treatments and products that she didn’t receive. What happened Mrs B entered in to a loan agreement with Paybreak in June 2018 to pay £1,50... (3 pages)View decision -
Decision Reference DRN-2456157
19 Jan 2021 Oodle Financial Services Limited Not upheldConsumer CreditDRN-2456157 The complaint Mr N complains that a car that was supplied to him under a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, wasn’t of satisfactory quality. What happened The details of this complaint are well known to both parties and h... (2 pages)View decision -
Decision Reference DRN5934594
21 Nov 2019 Wirecard Card Solutions Limited Not upheldBanking and creditMr R complains about the inactivity fees that have been applied to his pre-paid currency card by Wirecard Card Solutions Limited. backgroundMr R went to a foreign-exchange counter of a bank in June 2016 because he wanted €50. He says that he was persuaded to take a pre-paid currency card w... (2 pages)View decision
