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 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-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-2644150
14 May 2021 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-2644150 The complaint Mr W complains about the default that Sainsbury's Bank plc has recorded on his credit file and the way that it has dealt with his account. What happened Mr W has a credit card account with Sainsbury’s Bank. It went into arrears in March 2019 when the minimum ... (3 pages)View decision -
Decision Reference DRN-4497584
6 Dec 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4497584 The complaint Mr S complains about Hastings Insurance Services Limited (“HISL”) and the service he received when he contacted them to make a claim on his van insurance policy. Mr S has been represented by Ms B during the complaint process. For ease of reference, I will refer to... (5 pages)View decision -
Decision Reference DRN9459515
11 Jul 2019 Moneybarn No. 1 Limited Not upheldBanking and creditMiss M complains that Moneybarn No. 1 Limited has defaulted her account, repossessed her car and terminated her conditional sale agreement. And she complains about the service that she’s received from Moneybarn.backgroundA used car was supplied to Miss M under a conditional sale agreement ... (2 pages)View decision -
Decision Reference DRN-2944447
19 Oct 2021 NewDay Ltd Not upheldConsumer CreditDRN-2944447 The complaint Mrs A complains about the adverse information that NewDay Limited has recorded on her credit file relating to the payments that she made under a credit agreement for a television. What happened Mrs A used a credit agreement with a third party to pay for a televisi... (3 pages)View decision -
Decision Reference DRN-3308133
22 Mar 2022 Whichdeal Ltd UpheldConsumer CreditDRN-3308133 The complaint Mr N complains about the amounts included on a hire purchase agreement, under which a car was supplied to him, and which he says was mis-sold to him by Whichdeal Limited, trading as Creditplus. What happened A used car was supplied to Mr N in October 2021 under a ... (3 pages)View decision -
Decision Reference DRN-3376494
8 Jun 2022 DreamLease Ltd Not upheldConsumer CreditDRN-3376494 The complaint Mr B complains about the issues that he’s been caused as a result of the delayed delivery of a car that he’d ordered from DreamLease Limited. What happened Mr B ordered a car from DreamLease, which was acting as a credit broker, in November 2021 which was going to... (2 pages)View decision -
Decision Reference DRN6523808
20 Jul 2015 National Savings and Investments UpheldBanking and creditMrs F complains that National Savings and Investments did not tell her when it reduced the interest rate on her savings account.backgroundMrs F deposited a substantial amount into her NS&I account in February 2011. The interest rate at that time was 1.75%. The interes... (3 pages)View decision
