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 361839 results
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Decision Reference DRN-5222582
21 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5222582 Complaint Mr H complains that Moneybarn No.1 Limited (trading “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and he ended up having to prioritise the repayments to this agreement which required him to b... (5 pages)View decision -
Decision Reference DRN-5329529
21 Mar 2025 Nationwide Building Society Not upheldMortgagesDRN-5329529 The complaint Mr S complains that Nationwide Building Society unfairly registered a CIFAS marker against him, after he’d applied for a mortgage which was declined. What happened Mr S is represented in this case, but I will refer to Mr S only throughout, for ease. Mr S applie... (4 pages)View decision -
Decision Reference DRN-5054290
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5054290 The complaint Mr O complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5364775
21 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5364775 The complaint Mr Y complains that following an online application to switch his mortgage product with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY, the wrong interest rate and deal was applied to his mortgage. What happened Mr Y had a mortgage with NatWest. His existing ... (3 pages)View decision -
Decision Reference DRN-5400781
21 Mar 2025 Wakam UpheldInsuranceDRN-5400781 The complaint Ms K complains that Wakam unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complaint ... (3 pages)View decision -
Decision Reference DRN-5389169
21 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5389169 The complaint Mr and Mrs R complain about the way Santander UK Plc handled a temporary switch to interest only on their mortgage (as agreed under the Government Mortgage Charter). Specifically, they’re unhappy about the administration errors that occurred once their arrangem... (4 pages)View decision -
Decision Reference DRN-5298761
21 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5298761 The complaint Miss M has complained through a representative that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to conduct proportionate affordability checks before it lent to her. What happened Miss M was advanced one loan on 26 May 2022 for £12,000. Sh... (5 pages)View decision -
Decision Reference DRN-5200673
21 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5200673 The complaint Mr D complains that J P Morgan Europe Limited (trading as chase) unfairly loaded a marker about him at Cifas, the national fraud database. What happened Mr D had an account with Chase. In early February 2024, in excess of 50 payments, for various amounts from ... (3 pages)View decision -
Decision Reference DRN-5050702
21 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5050702 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. When I refer to what Mrs A has said and what Startline have said, it should also be taken to include ... (5 pages)View decision -
Decision Reference DRN-5415555
21 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5415555 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr D saw a car he was interested in buying listed on an online marketplace. He contacted the sel... (2 pages)View decision
