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 388057 results
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Decision Reference DRN-5899564
9 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5899564 The complaint Miss H complains that Nationwide Building Society charged a non-sterling transaction fee which she wasn’t warned about beforehand. What happened In August 2025, Miss H made a payment online, using her Nationwide debit card, of just under £2,400. As this was in ... (3 pages)View decision -
Decision Reference DRN-6005429
9 Dec 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-6005429 The complaint Mr J’s complaint relates to problems he had with a car supplied to him by Specialist Motor Finance Ltd (SMF) under a hire-purchase agreement. What happened The facts of this case are familiar to both sides and are not in dispute, so I don’t intend to repeat th... (11 pages)View decision -
Decision Reference DRN-6007914
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6007914 The complaint Mr and Mrs T’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)... (14 pages)View decision -
Decision Reference DRN-5462425
9 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5462425 Complaint Miss M is unhappy that Barclays Bank UK Plc didn’t reimburse her after she told it she’d fallen victim to a scam. Background In September 2024, Miss M hired a contractor (Mr S) to install new windows and doors at her home. She paid him £4,080. Around a month later... (3 pages)View decision -
Decision Reference DRN-5831386
9 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5831386 The complaint Mr and Mrs H complain about how Accredited Insurance (Europe) Ltd dealt with a claim they made under their home emergency insurance. What happened Mr and Mrs H hold a household insurance policy, which is underwritten by Accredited Insurance (Europe) Ltd. I’ll ... (4 pages)View decision -
Decision Reference DRN-5971364
9 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5971364 The complaint Mrs B complains through her representative Mr D that Nationwide Building Society set up a standing order to go out on the wrong date. And that it failed to register a complaint when they asked it to. What happened In October 2024 Mrs B contacted Nationwide aski... (2 pages)View decision -
Decision Reference DRN-5971116
9 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5971116 The complaint Mr J complains Creation Consumer Finance Ltd (Creation) unfairly charged him interest on his credit account after he bought an item on a Buy-Now-Pay-Later (BNPL) basis. What happened I issued my provisional decision on this complaint on 12 November 2024. An ex... (9 pages)View decision -
Decision Reference DRN-5781382
9 Dec 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5781382 The complaint Mr J complains that St. James's Place Wealth Management Plc (‘SJP’) has failed to provide the ongoing advice he was paying for. What happened I understand that Mr J has been a customer of SJP or its predecessors since at least April 2000. In February 2009,... (9 pages)View decision -
Decision Reference DRN-5781379
9 Dec 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5781379 The complaint Ms L complains that St. James's Place Wealth Management Plc (‘SJP’) has failed to provide the ongoing advice she was paying for. What happened On 29 May 2018, SJP recommended that Ms L transfer pension plans that she held with four different providers and ... (7 pages)View decision -
Decision Reference DRN-5970362
9 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5970362 The complaint Mrs O complains about Motability Operations Limited’s (MO) decision to terminate her finance agreement. What happened In April 2023 Mrs O entered into a hire agreement with MO for a car. In June 2024, the car was seized by the police as her uninsured son was dr... (2 pages)View decision