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 381082 results
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Decision Reference DRN-4848687
14 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4848687 The complaint Mr J complains that HSBC UK Bank Plc didn’t fairly deal with two payments he says he made to an investment scam. What happened In September 2023, Mr J found an investment opportunity on social media. He sent two payments to the company to open accounts, and to ... (3 pages)View decision -
Decision Reference DRN-5140273
14 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5140273 The complaint Mr H has complained about the quality of a car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to him. What happened In November 2022 Mr H entered into a hire pu... (4 pages)View decision -
Decision Reference DRN-5167372
14 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5167372 The complaint Mr P has complained about a transfer of his Standard Life Stakeholder pension to a small self-administered scheme (‘SSAS’) in June 2014. Standard Life policies have since transferred to Phoenix Life Limited. It is Phoenix Life who are now the respondent party i... (12 pages)View decision -
Decision Reference DRN-5331513
14 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5331513 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (18 pages)View decision -
Decision Reference DRN-5262301
14 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5262301 The complaint Mrs D has complained about the way her claim under her car insurance policy was dealt with by Aviva Insurance Limited. Mrs D is represented by Mr D. What happened The background to this complaint is well known to Mrs D and Aviva. In my decision, I’ll focus on g... (2 pages)View decision -
Decision Reference DRN-5303607
14 Feb 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5303607 The complaint Mr B complains that Oakbrook Finance Limited irresponsibly lent to him. What happened In August 2024, Mr B applied for a £3,000 loan with Oakbrook. The loan had a term of 18 months. A short while later, in November 2024, Mr B complained to Oakbrook. He said, ... (3 pages)View decision -
Decision Reference DRN-4999351
14 Feb 2025 Social Money Limited Not upheldConsumer CreditDRN-4999351 The complaint Miss S is unhappy with how Social Money Limited trading as Payl8r (‘SML’) handled a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around January 2024 Miss S took a point of sale loan with SML to cover the cost of various hair tr... (4 pages)View decision -
Decision Reference DRN-5328960
14 Feb 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5328960 The complaint Mrs J complains that Blue Motor Finance Ltd was irresponsible in its lending to her. She wants all interest and charges she has paid under her hire purchase agreement refunded along with interest and any adverse information recorded on her credit file to be rem... (4 pages)View decision -
Decision Reference DRN-5331085
14 Feb 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5331085 The complaint Mr B has complained about Zurich Insurance Company Ltd. Zurich provides the buildings policy for a block of flats, one of which is owned by Mr B. Mr B claimed for some damaged decking on a balcony and Zurich declined the claim. What happened Mr B owns a flat a... (5 pages)View decision -
Decision Reference DRN-4983837
14 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4983837 The complaint Miss R complains Barclays Bank UK PLC will not refund her over £3,800 taken fraudulently from her account without her authority. What happened Miss R telephoned Barclays on 5 March 2024. During this call Miss R discussed a series of payments that had been made ... (4 pages)View decision
