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 392389 results
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Decision Reference DRN-5577431
6 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5577431 The complaint Mrs A complains about a car supplied to her using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In March 2021, Mrs A acquired a used car using a hire purchase agreement with MotoNovo. The car was over three years... (4 pages)View decision -
Decision Reference DRN-5613399
6 Nov 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5613399 The complaint Mr N complains Oakbrook Finance Limited trading as Likely Loans (Oakbrook) irresponsibly lent to him. What happened Oakbrook provided Mr N with a single loan in December 2019. The loan was for £1,500 and it was due to be repaid through 12 monthly repayments of... (3 pages)View decision -
Decision Reference DRN-5878552
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5878552 The complaint Mr F complains that Lloyds Bank PLC irresponsibly granted him an overdraft, and continued to provide it year on year, which he couldn’t afford to repay. What happened Mr F applied for a bank account with Lloyds in November 2019 and requested an overdraft with ... (4 pages)View decision -
Decision Reference DRN-5754328
6 Nov 2025 ST. JAMES'S PLACE UK PLC Not upheldInvestmentsDRN-5754328 The complaint Miss K complains about an ISA transfer request she made to St. James’s Place UK PLC trading as St. James’s Place (SJP). What happened Miss K held a Stocks and Shares ISA account with SJP and requested a fund transfer in March 2024. When the transfer was comple... (3 pages)View decision -
Decision Reference DRN-5783526
6 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5783526 The complaint With the help of a professional representative (PR), Mr S complains that MotoNovo Finance Limited lent to him irresponsibly. For ease, I’ll mainly refer to the actions of the PR as being those of Mr S. What happened Mr S applied for and was given a Hire Purchas... (3 pages)View decision -
Decision Reference DRN-5823278
6 Nov 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5823278 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited was misrepresented by the supplying dealership. What happened In September 2023, Mr M was supplied with a used car through a hire purchase agreement wi... (3 pages)View decision -
Decision Reference DRN-5823670
6 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5823670 The complaint Miss F complains that Lendable Ltd was irresponsible in its lending to her. She wants the interest on the loan refunded. What happened Miss F was provided with a £3,000 loan by Lendable in July 2019. The loan term was 48 months, and Miss F was required to make ... (3 pages)View decision -
Decision Reference DRN-5754678
6 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5754678 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The facts of the case are known to all parties and were set out in the investigator’s view, so I’ll only cover them briefly here. Mr L w... (6 pages)View decision -
Decision Reference DRN-5528864
6 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5528864 The complaint Mr W complains that Capital One (Europe) plc are pursuing him for a credit card debt that he says he’s had no involvement in. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of th... (3 pages)View decision -
Decision Reference DRN-5931040
5 Nov 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5931040 The complaint Ms T and Mrs H have complained in their capacity as executors of the late Ms G’s estate, that Greak Lakes Insurance SE (“Great Lakes”) unfairly declined a claim made under a building insurance policy, following significant water damage to a rental property whic... (3 pages)View decision