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 400695 results
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Decision Reference DRN-5776169
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5776169 The complaint Mrs O complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Mrs O says that in April 2021 she wanted to invest in property and saw a listing on a well- known site in respect of a holi... (4 pages)View decision -
Decision Reference DRN-5907925
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5907925 The complaint Miss A complains that Barclays Bank UK PLC trading as Barclaycard approved a credit card for her and a subsequent credit limit increase, none of which she could afford. What happened Miss A has received a decision from the Financial Ombudsman Service about a cr... (3 pages)View decision -
Decision Reference DRN-5726696
6 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5726696 The complaint Miss G complains that Capital One (Europe) Plc (CapitalOne) acted irresponsibly by lending to her. What happened Around October 2021 Miss G applied for a revolving credit facility (credit card) with Capital One. Her application was successful and Capital One is... (4 pages)View decision -
Decision Reference DRN-5914066
6 Nov 2025 Saga Services Limited Not upheldInsuranceDRN-5914066 The complaint Mr S and Ms T have complained that Saga Services Limited failed to auto-renew their property insurance – meaning they were uninsured when they tried to make a claim. What happened Mr S and Ms T bought their property insurance through Saga. The policy was set t... (2 pages)View decision -
Decision Reference DRN-5931412
6 Nov 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5931412 The complaint Mr J is complaining that FirstRand Bank Limited trading as Motonovo Finance (MotoNovo) acted irresponsibly in lending to him under a personal contract purchase (PCP) agreement. Mr J’s complaint has been dealt with by a representative but for ease, I’ve written ... (4 pages)View decision -
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