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-5957330
20 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957330 The complaint Mr A complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) didn’t allow him to reject a boiler financed through a loan, which he says is faulty. What happened The background to this complaint is well known to both parties, so I w... (5 pages)View decision -
Decision Reference DRN-5945188
20 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5945188 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) allowed his ex-wife access to his savings account and enabled her to withdraw £8,000 without his consent. What happened In March 2019 Mr S and his ex-wife were going through a difficult divorce. Fol... (3 pages)View decision -
Decision Reference DRN-5897927
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897927 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) declined his claim against it under Section 75 of the Consumer Credit Act 1974 (s.75). What happened In December 2024, Mr M used his credit card with Barclaycard to fund the i... (4 pages)View decision -
Decision Reference DRN-5958383
20 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5958383 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (13 pages)View decision -
Decision Reference DRN-5937829
20 Nov 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5937829 The complaint Mr S complains about how Tradex Insurance Company PLC (“Tradex”) handled a claim and delayed payment for his car following a claim under his car insurance policy. What happened Mr S had a motor insurance policy with Tradex covering his car. His car was stolen o... (3 pages)View decision -
Decision Reference DRN-5812729
20 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5812729 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited is of unsatisfactory quality. What happened In December 2023 Mr R entered into a hire purchase agreement with MotoNovo Finance Limited (MNF) to acquire a us... (4 pages)View decision -
Decision Reference DRN-5957208
20 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5957208 The complaint Mr R complains NewDay Ltd didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr R booked and paid for a hotel stay through a comparison site I’ll call “B”. Mr R paid for this with his NewDay credit car... (5 pages)View decision -
Decision Reference DRN-5956064
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5956064 The complaint Mrs S complains about the impact of information given to her by Santander Bank PLC after she advised them of a new address. What happened After moving home in March 2025, Mrs S telephoned Santander in May 2025 to change her address. This was done but Mrs S was... (2 pages)View decision -
Decision Reference DRN-5962383
20 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5962383 The complaint Miss J complains HSBC UK Bank Plc trading as first direct hasn’t made reasonable adjustments for her as a visually impaired customer. What happened Miss J has told us that she is visually impaired and that being able to speak on the phone is the most accessible... (3 pages)View decision -
Decision Reference DRN-5836834
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5836834 The complaint Mrs G complains that Santander UK Plc hasn’t paid her the correct amount of interest on her account. What happened Mrs G explains that she asked Santander for a breakdown of the interest paid to her account opened on 16 May 2024. She objected to paying Santande... (3 pages)View decision
