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-5746237
12 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5746237 The complaint Miss W complains about the quality of a used car that was supplied through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional de... (3 pages)View decision -
Decision Reference DRN-5705998
12 Aug 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5705998 The complaint Mr J complains that HSBC UK Bank Plc declined his application for a personal loan and didn’t provide him with the reason why. What happened In April 2025 Mr J applied for a personal loan of £20,000 with HSBC. His application was declined. Mr J contacted HSBC fo... (2 pages)View decision -
Decision Reference DRN-5745176
12 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5745176 The complaint Mr P and Mrs L are unhappy with the service received from the conveyancer involved in the remortgage of their buy to let property to HSBC UK Bank Plc. The conveyancer was appointed by HSBC, through a company that offers conveyancing panel management services. W... (2 pages)View decision -
Decision Reference DRN-5747357
12 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5747357 The complaint Mr C and Mrs P have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Mrs P leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened The single... (2 pages)View decision -
Decision Reference DRN-5497198
12 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5497198 The complaint Mr K is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr K is being represented by a legal representative but for ease of reference I’ll only refer to Mr K here. What happened The detailed background to this complaint is well ... (7 pages)View decision -
Decision Reference DRN-5624844
12 Aug 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5624844 The complaint Mrs B has complained about the lending decision made by Aviva Equity Release UK Limited when she took out a lifetime mortgage in 2003. She’s said the property was overvalued at £300,000, which led to her being misled about the amount of equity that would remain... (4 pages)View decision -
Decision Reference DRN-5651970
12 Aug 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5651970 The complaint Mr M complained because Zopa Bank Limited refused to refund him for transactions which he said he didn’t authorise. What happened On 15 April 2025, Mr M contacted Zopa and disputed several payments to Transport for London (TFL) and St Pancras International. He... (3 pages)View decision -
Decision Reference DRN-5610696
12 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5610696 The complaint Ms F complains that Santander UK Plc sent her documents by post despite her explicit instructions not to do so. What happened In early December 2024, Ms F contacted Santander as she needed to know the gross interest figures on her accounts for her tax return. W... (3 pages)View decision -
Decision Reference DRN-5749113
12 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5749113 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bei... (4 pages)View decision -
Decision Reference DRN-5746538
12 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5746538 The complaint Mrs M is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In September 2022, Mrs M was supplied with a us... (4 pages)View decision
