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 381196 results
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Decision Reference DRN-5822546
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5822546 Complaint Miss P has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to her current account. She’s effectively said that the charges applied to her account were unfair as they were applied when she was in financial difficulty. Background Miss P has ... (5 pages)View decision -
Decision Reference DRN-5552372
21 Sep 2025 Yonder Technology Ltd Not upheldBanking and PaymentsDRN-5552372 THE COMPLAINT Mr A complains that Yonder Technology Ltd (“Yonder”) will not reimburse him money he says he lost due to fraud. Mr A is represented by Mrs A in this matter. However, where appropriate, I will refer to Mr A solely in this decision for ease of reading. WHAT HAP... (3 pages)View decision -
Decision Reference DRN-5739245
21 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5739245 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited (MFL) was of an unsatisfactory quality and had been mis sold. When I refer to what Mr K has said and what MFL have said, it should also be taken to include... (4 pages)View decision -
Decision Reference DRN-5198735
21 Sep 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5198735 The complaint Miss F complains Tesco Personal Finance Limited trading as Tesco Bank is holding her liable for a loan which she says was taken out in her name without her knowledge or consent. What happened Miss F received a call from someone I’ll refer to as “the scammer” w... (2 pages)View decision -
Decision Reference DRN-5764960
21 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5764960 The complaint Mrs E complains about an advanced payment Motability Operations Limited (Motability) charged her. What happened In July 2024 Mrs E entered into a hire agreement for a new car. She was asked to pay an advanced payment of £1,899 but she subsequently noticed that ... (2 pages)View decision -
Decision Reference DRN-5830676
20 Sep 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5830676 The complaint Ms D’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Ms D says C&G treated her unfairly. What happened This complaint follows an earlier claim Ms D made on her C&G pet ... (4 pages)View decision -
Decision Reference DRN-5802251
20 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5802251 The complaint Mr H complains that Santander Consumer (UK) Plc trading as Santander Consumer Contract Hire, who I’ll call ‘Santander,’ were wrong to collect a finance instalment. What happened The detailed background to this complaint is well known to both parties. So, I’ll o... (2 pages)View decision -
Decision Reference DRN-5830644
20 Sep 2025 Society of Lloyd's UpheldInsuranceDRN-5830644 The complaint Mrs F has complained that Society of Lloyd’s (“SOL”) unfairly declined her claims for damage to her property. What happened The circumstances of Mrs F’s complaint are well known to both parties, so I won’t repeat them in full here. In summary, Mrs F moved into ... (4 pages)View decision -
Decision Reference DRN-5813176
20 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5813176 The complaint Mrs M complains that Moneybarn No. 1 Limited (Moneybarn) defaulted her account. Mrs M has been represented at times but as Mrs M is named on the agreement I will refer only to her in this decision. What happened The detailed background to this complaint is well... (2 pages)View decision -
Decision Reference DRN-5578676
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5578676 The complaint Mr B is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr B is represented by a third-party firm, but I will refer to Mr B here. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here... (5 pages)View decision
