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-6041749
31 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6041749 The complaint Mr L complains that payments from his clients to his Nationwide Building Society account are frequently declined and he is dissatisfied with the actions Nationwide has taken to resolve the matter. What happened Mr L holds two accounts with Nationwide Building S... (2 pages)View decision -
Decision Reference DRN-6034284
31 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6034284 The complaint Mr M is unhappy with how arrears and a default on a hire purchase agreement with BMW Financial Services (GB) Ltd (BMW) was dealt with. When I refer to what Mr M has said and what BMW have said, it should also be taken to include things said on their behalf. W... (3 pages)View decision -
Decision Reference DRN-6049009
31 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6049009 The complaint Mr K is unhappy that Monzo Bank Ltd won’t reimburse money he says he lost to a scam. What happened On 16 December 2025 I issued a second provisional decision on this complaint. Due to some significant new information submitted by Mr K, I wanted to give both par... (4 pages)View decision -
Decision Reference DRN-6021074
31 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6021074 The complaint Mr T, through his representative, complains that MONEYBARN NO.1 LIMITED approved a car finance agreement for him which he says he could not afford. What happened Mr T chose to buy a vehicle in June 2019 and applied to Moneybarn to assist through a finance agree... (3 pages)View decision -
Decision Reference DRN-6049597
31 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6049597 The complaint Miss H complains that HSBC UK Bank Plc (‘First Direct’) declined to reimburse her when she says she lost over £14,000 as a result of a scam. What happened I wrote to both parties earlier in December 2025, outlining my provisional thoughts on this complaint. The... (4 pages)View decision -
Decision Reference DRN-5929912
31 Dec 2025 Nationwide Building Society Not upheldMortgagesDRN-5929912 The complaint Mrs G complains that Nationwide will not release her from a mortgage she is a party to with her ex-husband. What happened In 2007 Mrs G and her then husband took a mortgage with Nationwide. A copy of a mortgage offer from the time indicates they received no adv... (3 pages)View decision -
Decision Reference DRN-6049560
31 Dec 2025 RAYMOND JAMES WEALTH MANAGEMENT LIMITED Not upheldPensions and AnnuitiesDRN-6049560 The complaint Ms M complains that Raymond James Wealth Management Limited (trading as ‘Charles Stanley’) should have more robustly told her just how seriously her self-invested personal pension (‘SIPP’) was underperforming. She says that by not doing so, it denied her the op... (7 pages)View decision -
Decision Reference DRN-5847048
31 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5847048 The complaint Miss B complains that Santander UK Plc (‘Santander’) declined to reimburse her after she says she fell victim to a romance scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happene... (3 pages)View decision -
Decision Reference DRN-6040801
31 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6040801 The complaint Mrs S complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (‘Novuna’) handled her claim for a refund. Mrs S’s husband has acted on behalf of Mrs S during the claim itself and the complaint. All references to Mrs S will includ... (4 pages)View decision -
Decision Reference DRN-5421628
31 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5421628 The complaint Mrs S complains that Metro Bank PLC (“Metro”) won’t refund her the money she lost, to what she believes was an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detai... (3 pages)View decision