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 387322 results
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Decision Reference DRN-5985514
5 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5985514 The complaint Mr P says Lendable Ltd irresponsibly lent to him. What happened Mr P took out a 60-month instalment loan for £10,000 from Lendable on 4 December 2024. There was a loan fee of £586 and the monthly repayments were £245.75. Mr P says Lendable should not have lent ... (4 pages)View decision -
Decision Reference DRN-5510019
5 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-5510019 The complaint Miss B complains about a secured loan she has with Santander UK Plc. She says this was taken out in joint names with her ex-partner, but without her consent. Miss B says she was unable to complain about the fraud to Santander without the loan documentation. Mis... (3 pages)View decision -
Decision Reference DRN-5846557
5 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5846557 The complaint Miss J is unhappy with the way TSB Bank plc considered her chargeback claim for clothes bought with her debit card. What happened Miss J bought some clothing from an online merchant in May 2024, using her TSB debit card. When she received the clothing, she wasn... (3 pages)View decision -
Decision Reference DRN-5923894
5 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5923894 The complaint Mr R complains that Oakbrook Finance Limited lent irresponsibly when it approved his loan application. What happened Mr R applied for an Oakbrook loan in April 2019. In his application, Mr R said he had an annual income of £17,500 and was renting his property.... (3 pages)View decision -
Decision Reference DRN-6052438
5 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6052438 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (14 pages)View decision -
Decision Reference DRN-5865085
5 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-5865085 The complaint Mr E complains that Santander UK Plc lent irresponsibly when it approved his loan application. What happened Mr E applied for a Santander loan of £6,000 in July 2023. In his application, Mr E gave a net monthly income of £4,171. Mr E also declared outgoings of... (3 pages)View decision -
Decision Reference DRN-5938063
5 Jan 2026 Melton Mowbray Building Society Not upheldBanking and PaymentsDRN-5938063 The complaint Mr D complains that he didn’t receive the right amount of interest from his regular saver ISA with Melton Mowbray Building Society (“MMBS”). Mr D said he’d invested £10,000 over the year, at an interest rate of 5%, so MMBS owed him £500. But it paid less than h... (3 pages)View decision -
Decision Reference DRN-5946235
5 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5946235 The complaint Mr B has complained National Westminster Bank Public Limited Company, trading as Sainsbury’s Bank, won’t refund him for two transactions he didn’t authorise. What happened In early April Mr B was overseas with friends. After a night out, involving drinking and ... (3 pages)View decision -
Decision Reference DRN-5256066
5 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5256066 The complaint Mrs H complains that Nationwide Building Society (“NBS”) failed to refund transactions she didn’t recognise. What happened Mrs H first noticed an issue with her account in October 2023. She reported that it had significantly less cash in it than she expected a... (5 pages)View decision -
Decision Reference DRN-5720028
5 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5720028 The complaint Mr K complains that PayPal UK Ltd (“PayPal”) allowed a third party to recoup funds that he previously received from them. What happened The detailed background to this complaint is well known to the parties, so I won’t repeat them again here. Instead, I’ll pro... (2 pages)View decision