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 DRN3446948
29 Jan 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMrs C complains that she was given incorrect information by Clydesdale Financial Services Limited, trading as Barclays Partner Finance, about ending her fixed sum loan agreement. backgroundMrs C used a fixed sum loan agreement with Barclays Partner Finance, that was ... (2 pages)View decision -
Decision Reference DRN8755151
11 Jul 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr A complains that a car that was supplied to him under a hire agreement with Mercedes- Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, wasn’t of satisfactory quality.backgroundA new car was supplied to Mr A under a hire agreement with Mercedes-Benz Finance that he e... (2 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-5594156
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5594156 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, hasn’t set up a payment plan on his credit account and about the way that it has delay with him. What happened Mr C has a credit card account with Barclaycard and he complained to this service la... (3 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 -
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 DRN-5346699
26 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5346699 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her mother. What happened A used car was supplied to Miss A under ... (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