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 360982 results
-
Decision Reference DRN-5246174
14 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5246174 The complaint Mr J complains that Santander UK Plc (“Santander”) have failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving... (2 pages)View decision -
Decision Reference DRN-5226149
14 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5226149 Complaint Mr A has complained about the quality of a car that Oodle Financial Services Limited (“Oodle”) supplied to him through a hire-purchase agreement. Background In February 2024, Oodle provided Mr A with finance for a used car. The car was just under seven years old a... (8 pages)View decision -
Decision Reference DRN-4917369
14 Feb 2025 Wakam Not upheldInsuranceDRN-4917369 The complaint Mr D complains about Wakam for its decision to avoid his insurance policy back to the start and to decline his claim for flood damage. He wants Wakam to reinstate his policy and settle his claim. What happened Mr D insured his home with buildings insurance unde... (2 pages)View decision -
Decision Reference DRN-5118539
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5118539 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The backgrou... (3 pages)View decision -
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
