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 384133 results
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Decision Reference DRN-5849031
1 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5849031 The complaint Mr L complains that the card linked to his Nationwide Building Society savings account can only be used in branch or at one of Nationwide’s cash machines. What happened Mr L says that - when he moved his accounts to Nationwide, he was not told that he could on... (3 pages)View decision -
Decision Reference DRN-5987478
1 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5987478 The complaint Mr M complains about the way First Central Underwriting Limited (First Central) handled a claim he made on his motor insurance policy for repairs needed to his car. What happened In October 2024 Mr M’s car was damaged in an accident, so he made a claim on his i... (4 pages)View decision -
Decision Reference DRN-5792178
1 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5792178 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) dec... (10 pages)View decision -
Decision Reference DRN-5886447
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886447 The complaint Mr and Mrs F’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)... (11 pages)View decision -
Decision Reference DRN-5689968
1 Dec 2025 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-5689968 The complaint Mrs S and Mr S (‘the complainants’) say Hargreaves Lansdown Advisory Services Limited (‘HL’) recommended an unsuitable Onshore Investment Bond (‘OIB’) to them in 2009. HL disputes the complaint. It says – the OIB was suitable, it matched their objectives at the... (6 pages)View decision -
Decision Reference DRN-5886222
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886222 The complaint Mrs M’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (11 pages)View decision -
Decision Reference DRN-5909737
1 Dec 2025 Fair for You Enterprise CIC Not upheldConsumer CreditDRN-5909737 The complaint Mr Z says Fair for You Enterprise CIC lent to him irresponsibly. What happened Fair for You provided Mr Z with three point of sale loans in total. It first provided Mr Z with a loan for £439.99, in July 2021, to purchase a washing machine. This loan was repaid ... (3 pages)View decision -
Decision Reference DRN-5926196
1 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5926196 The complaint Miss P complains that Metro set up two savings accounts for her when she only wanted one. And that it failed to tell her by post, as she said she’d requested, of changes to its charges for overseas payments and of the maturing of the savings accounts. What happ... (2 pages)View decision -
Decision Reference DRN-5680808
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5680808 The complaint X has complained about how Santander UK Plc dealt with overdraft arrears on their account. What happened X had a current account with Santander, which had been overdrawn for some time, and without regular credits being made into the account. Santander tried to ... (2 pages)View decision -
Decision Reference DRN-5943182
1 Dec 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5943182 The complaint Miss H complains about the redress provided by FIRST RESPONSE FINANCE LIMITED (who I’ll call FRF) when they approved rejection of a car she had been financing through an agreement with them. What happened Miss H took receipt of a used car in April 2025. She fin... (2 pages)View decision
