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 384131 results
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Decision Reference DRN-5754129
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5754129 The complaint Miss D complains that the car she acquired financed through a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (4 pages)View decision -
Decision Reference DRN-5843169
24 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5843169 The complaint Mr A complains that Nationwide Building Society failed to update his address details on his credit card account. What happened In February 2025 Mr A visited his local Nationwide branch to update his address details for his credit card account. Despite this, Mr ... (2 pages)View decision -
Decision Reference DRN-5842427
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5842427 The complaint Mr G complains that despite having a gambling block enabled on his account with Monzo Bank Ltd he was still able to continue to gamble. He said he set up a gambling block on his account a long time ago, but he recently noticed certain apps were changing their p... (4 pages)View decision -
Decision Reference DRN-5959766
24 Nov 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5959766 The complaint Mr W complains that Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai) mis-sold him a fixed sum loan agreement. When I refer to what Mr W or Hyundai have said or done, it should also be taken to include things said or done on their behalf. What ha... (4 pages)View decision -
Decision Reference DRN-5971424
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5971424 The complaint Mr H has complained that Aviva Life & Pensions UK Limited (Aviva) gave him incorrect information when he completed a fund switch within his pension plan. What happened Mr H holds a pension plan with Aviva. As Mr H was approaching his retirement age and was... (6 pages)View decision -
Decision Reference DRN-5596305
24 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5596305 The complaint A company that I will refer to as S, complains that HSBC Bank UK Plc unfairly closed its bank account without providing a proper explanation. S also complains about how long it took HSBC to release its closing balance and the service HSBC provided. Mr P, a dir... (4 pages)View decision -
Decision Reference DRN-5748698
24 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5748698 The complaint Mr G complains that Black Horse Limited lent to him irresponsibly when they lent him money under a car finance agreement. What happened In March 2021, Mr G entered into a car finance agreement with Black Horse, where he borrowed approximately £18,000 repayable... (4 pages)View decision -
Decision Reference DRN-5816641
24 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5816641 The complaint Mr P complains that, although he only just missed the deadline for fixing a new interest rate on his mortgage with Nationwide Building Society, it charged the standard variable rate for a month. Mr P said that was disproportionate, and Nationwide should give th... (2 pages)View decision -
Decision Reference DRN-5795466
24 Nov 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5795466 The complaint Mr C complains about the renewal of his motor insurance policy through Sainsbury’s Bank Plc (Sainsbury’s). He says he didn’t receive the renewal notice by email and wasn’t aware the policy failed to renew automatically until the policy had lapsed. This meant he... (5 pages)View decision -
Decision Reference DRN-5649626
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5649626 The complaint Miss G has complained that Santander UK Plc wrote to her in April 2025 to say it was going to reduce her overdraft from £1,000 to £350 that June, which she feels is unfair. What happened Miss G had a £1,000 overdraft limit with Santander for nine years. However... (1 page)View decision
