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 383541 results
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Decision Reference DRN-5911642
18 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5911642 The complaint Mr G complains that Santander UK Plc declined his Section 75 claim. What happened On 2 October 2024 Mr G ordered some flooring from a merchant and paid a deposit of £1375 using his Santander credit card. A further sum of £1000 was paid in cash to the merchant a... (3 pages)View decision -
Decision Reference DRN-5826699
18 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5826699 The complaint Ms L complains that Motability Operations Limited (MOL) will not allow her to purchase the car that is the subject of a hire agreement with them. When I refer to what Ms L and MOL have said, it should also be taken to include things said on their behalf. What... (4 pages)View decision -
Decision Reference DRN-5958705
18 Nov 2025 Vodafone Limited Not upheldConsumer CreditDRN-5958705 The complaint Mr G complains that two hard credit searches were carried out after he contacted Vodafone Limited to enquire about arranging finance. What happened The circumstances of the complaint are well known to both parties. So, I won’t repeat everything here. In summar... (3 pages)View decision -
Decision Reference DRN-5669275
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5669275 The complaint Mr M has complained that Barclays Bank UK PLC won’t refund the money which he says he lost in a scam. What happened Both sides are most familiar with the complaint, and we must anonymise decisions, so I’ll summarise things relatively briefly. This complaint sur... (3 pages)View decision -
Decision Reference DRN-5822616
18 Nov 2025 EUI Limited Not upheldInsuranceDRN-5822616 The complaint Mr M complains about the premium on his motor insurance policy charged by EUI Limited trading as Admiral (Admiral). The premium increased from £700 to £1,400 in a year but Admiral said the premium would reduce the following year when a previous claim came off t... (4 pages)View decision -
Decision Reference DRN-5827985
18 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5827985 The complaint Ms M complains Capital One (Europe) plc unfairly defaulted her credit card account and reported this to the credit reference agencies. What happened In March 2023, Ms M opened a credit card account with Capital One. Following a family bereavement, Ms M’s circu... (4 pages)View decision -
Decision Reference DRN-5950256
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5950256 The complaint Mr A complains Nationwide Building Society didn’t update his address when he asked it to do so. He also complains Nationwide Building Society has lied to him. What happened Mr A has an account with Nationwide. He has a number of accounts elsewhere too. Mr A nee... (3 pages)View decision -
Decision Reference DRN-5938277
18 Nov 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5938277 The complaint Ms D is unhappy that a car supplied to her under a conditional sale agreement with Tesla Financial Services Limited was of an unsatisfactory quality. What happened In August 2021, Ms D was supplied with a new car through a conditional sale agreement with Tesla... (5 pages)View decision -
Decision Reference DRN-5957368
18 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5957368 The complaint Mrs B is unhappy with her treatment by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services during a period of financial difficulties. What happened Mrs B faced a period of significant financial struggles. Due to these struggles, which were ... (4 pages)View decision -
Decision Reference DRN-5676805
18 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5676805 The complaint Mrs L complained that Aviva Insurance Limited (“Aviva”) unfairly declined her claim for damage caused by a paint spill, under her home contents insurance policy. What happened Mrs L said she was in her loft when she knocked a partially full tin of paint down th... (3 pages)View decision
