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-5880562
8 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5880562 The complaint Mr M complains that Santander UK Plc has added fees to his mortgage balance, and that it failed to collect a payment despite agreeing to do so. What happened Mr M has a mortgage with Santander. He’s been in arrears for some time and Santander took legal action,... (2 pages)View decision -
Decision Reference DRN-5595763
8 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5595763 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her when she fell victim to two separate investment scams. Mrs C is professionally represented, however, to keep things simple, I’ll refer to Mrs C throughout my decision. What happened The backg... (4 pages)View decision -
Decision Reference DRN-5957740
8 Dec 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5957740 The complaint Mr B complained that when he applied to extend his mortgage borrowing with The Mortgage Works (UK) Plc (“TMW”) it charged him £15 for paying out the advance. Mr B said he could have used a free service instead, and when he asked about this, TMW was rude to him.... (3 pages)View decision -
Decision Reference DRN-6003499
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6003499 The complaint Mr and Mrs B’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 ... (4 pages)View decision -
Decision Reference DRN-5635188
8 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5635188 The complaint Mr T complains Lloyds Bank PLC unfairly closed his accounts. He also complains he was given insufficient notice for the closure. What happened Mr T lives abroad. He has said he received a letter from Lloyds in January 2025 which gave him notice that it would be... (3 pages)View decision -
Decision Reference DRN-5884386
8 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5884386 The complaint Mr T and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (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’) an... (8 pages)View decision -
Decision Reference DRN-5973258
8 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5973258 The complaint Miss P complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to her. What happened Miss P took out a 48-month fixed sum loan for £5,000 from Novuna in November 2024. The monthly repayments were £151.40. Miss P says ... (3 pages)View decision -
Decision Reference DRN-5999732
8 Dec 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5999732 The complaint Mr N has complained that Domestic & General Insurance Plc (‘D&G’) declined his claim for repairs to his cooker under his home appliance insurance policy. What happened Mr N had taken out cover for his cooker with D&G on 17 March 2025 and on 28 Apri... (3 pages)View decision -
Decision Reference DRN-5824962
8 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5824962 The complaint Miss E complains that Lloyds Bank PLC did not reimburse the funds she lost to a scam. What happened Miss E’s fiancé at the time heard about an investment opportunity. The proposed investment was to loan funds to P, a lighting technology company based in the UK,... (3 pages)View decision -
Decision Reference DRN-5921914
8 Dec 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5921914 The complaint Mrs R complains that the car she acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. The issues with the car have now been resolved, but she’s unhappy with the compensation to be paid by SFS. What happened Mrs R ent... (3 pages)View decision