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-4859713
28 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4859713 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo) was misrepresented to him. When I refer to what Mr B or MotoNovo have said or done, it should also be taken to include things said or done on the... (4 pages)View decision -
Decision Reference DRN-5394175
28 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5394175 The complaint Ms C complains HSBC UK Bank Plc gave her conflicting information around resetting her online password. What happened Ms C tried logging into her mobile app and HSBC said it would send her a one time password (OTP). Ms C didn’t receive an OTP so she logged out... (4 pages)View decision -
Decision Reference DRN-5424465
28 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5424465 The complaint Ms S complains about how Healthcare Finance Limited (HFL) responded to a claim she made to it under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment she paid for using the fixed sum loan it provided. What happened In October 202... (6 pages)View decision -
Decision Reference DRN-5253673
28 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5253673 The complaint A charity which I’ll call ‘P’ complains that Lloyds Bank Plc won’t reimburse the money it lost as a result of fraudulent transactions from its account. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here.... (4 pages)View decision -
Decision Reference DRN-5433527
28 Mar 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433527 The complaint Mr R complains that Tandem Home Loans Ltd trading as Oplo HL Ltd gave him two secured loans that were unaffordable. What happened In March 2021, Mr R took out a secured loan (loan 1) with Oplo for £25,000 repayable over ten years. The loan had a fixed interest ... (7 pages)View decision -
Decision Reference DRN-5421593
28 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5421593 The complaint Ms M complains PayPal UK Ltd won’t change the surname on her account. What happened Following a divorce Ms M reverted to her maiden name, and this was around 2010. Ms M is consistent in using her maiden name, for bank accounts, utility providers and her voter... (3 pages)View decision -
Decision Reference DRN-5341382
28 Mar 2025 Corbel Partners Limited UpheldPensions and AnnuitiesDRN-5341382 The complaint Mr M complains about the advice given by Corbel Partners Limited (‘Corbel’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes... (11 pages)View decision -
Decision Reference DRN-5431309
28 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5431309 The complaint Mr G complains through a representative that Specialist Motor Finance Limited (“SMF”) failed to conduct sufficient checks into his financial position before it lent to him. What happened In September 2019, SMF provided Mr G with a hire purchase agreement for a... (4 pages)View decision -
Decision Reference DRN-5431373
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5431373 The complaint Mrs H and Mr H complain about the way esure Insurance Limited (esure) handled the claim they made on their building insurance policy. As Mrs H has been leading in this complaint, and for ease, I’ve referred to her throughout. esure are the underwriter of this p... (5 pages)View decision -
Decision Reference DRN-5428525
28 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5428525 The complaint Ms M is complaining about the way Aviva Insurance Limited has managed a claim she made on her buildings and contents insurance policy. What happened In June 2023 Ms M contacted Aviva to say water was coming into her house which she said she thought was coming t... (7 pages)View decision
