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 368546 results
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Decision Reference DRN-5615432
10 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5615432 The complaint Mrs D complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money she paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In b... (2 pages)View decision -
Decision Reference DRN-5316572
10 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5316572 The complaint Mr S complains about the quality of a car he has financed through an agreement with Lendable Ltd trading as Autolend (‘Autolend’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (2 pages)View decision -
Decision Reference DRN-5607017
10 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5607017 The complaint Mr R is unhappy a van supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) was of unsatisfactory quality. When I refer to what Mr R or Oodle have said or done, it should also be taken to include things said or done on th... (5 pages)View decision -
Decision Reference DRN-5302783
10 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5302783 The complaint Mr W complains Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr W said he believed he was making a booking through a well-known accommodation rental platform. He said the rental listing appeared gen... (3 pages)View decision -
Decision Reference DRN-5222424
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5222424 The complaint Miss A complains Revolut Ltd won’t refund payments she lost when she was the victim of a cryptocurrency investment scam. Miss A is professionally represented, however, to keep things simple, I’ll refer to Miss A throughout my decision. What happened The backg... (11 pages)View decision -
Decision Reference DRN-5501102
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5501102 The complaint Miss A complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY handled her chargeback dispute. What happened In early June 2024, Miss A paid around £3,000 from her current account for an online property management course. The course was provided t... (4 pages)View decision -
Decision Reference DRN-5299751
10 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5299751 The complaint Mr C has complained about the quality of a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (‘MotoNovo’). What happened In January 2024 Mr C acquired a used car and entered into a hire purchase agreement with MotoNovo. At the point ... (2 pages)View decision -
Decision Reference DRN-5545813
10 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5545813 The complaint Mr R complains that OAKBROOK FINANCE LIMITED irresponsibly lent to him. In bringing his complaint, Mr R is supported by a representative; but, for ease, I’ll refer to all actions and submissions as being those of Mr R. What happened Mr R took out four loans w... (3 pages)View decision -
Decision Reference DRN-5454095
10 Jun 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5454095 The complaint Mr and Mrs B complain about the premiums Automobile Association Insurance Services Limited (“AA”) charged them for breakdown cover. Mr and Mrs B are joint policyholders, but most of the communication regarding the complaint has been from Mr B. So, I’ll refer ma... (3 pages)View decision -
Decision Reference DRN-5541428
10 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5541428 The complaint Mr R complains that esure Insurance Limited provided confusing and inaccurate information concerning his no claims discount (NCD) which has caused problems with his next insurance provider. What happened Mr R had held motor insurance policies with esure since M... (4 pages)View decision
