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 386796 results
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Decision Reference DRN-5907973
26 Nov 2025 GRATTAN PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5907973 The complaint Ms W, through her representative, complains that GRATTAN PUBLIC LIMITED COMPANY trading as Lookagain.co.uk (‘Grattan’) lent irresponsibly to her when it approved a credit account which she says she could not afford to repay. What happened Ms W applied for an a... (3 pages)View decision -
Decision Reference DRN-5682297
26 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5682297 The complaint Ms H complains that Santander UK Plc hasn’t reimbursed the funds she says were lost to a scam. What happened Ms H says that she was introduced to an investment opportunity by her brother-in-law, who had been successfully investing with a company I’ll call ‘B’ f... (4 pages)View decision -
Decision Reference DRN-5970226
26 Nov 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5970226 The complaint Mr M complains about a charge he was asked to pay by LEASYS UK LTD (Leasys) at the end of a car lease. What happened Mr M took receipt of a new car in March 2022. He financed the deal through a Personal Contract Hire agreement with Leasys. The car was returned ... (2 pages)View decision -
Decision Reference DRN-5792960
26 Nov 2025 Lookers Motor Group Limited UpheldConsumer CreditDRN-5792960 The complaint Mrs M complains that Lookers Motor Group Limited incorrectly handled the refinancing of a Personal Contract Purchase (PCP) hire agreement, leading to her incurring additional costs and causing her much distress and inconvenience. What happened In 2021 Mrs M was... (4 pages)View decision -
Decision Reference DRN-5755722
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5755722 The complaint Mr P has complained NewDay Ltd trading as Aquacard won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was con... (3 pages)View decision -
Decision Reference DRN-5693330
26 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693330 The complaint Mr P has complained Bank of Scotland plc won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was contacted une... (4 pages)View decision -
Decision Reference DRN-5747791
26 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5747791 The complaint Mr P has complained Lloyds Bank PLC won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was contacted unexpect... (4 pages)View decision -
Decision Reference DRN-5743542
26 Nov 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5743542 The complaint Mr P has complained JAJA FINANCE LTD trading as Asda Money Credit Card won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summar... (3 pages)View decision -
Decision Reference DRN-5978034
26 Nov 2025 Mortgages Plc Not upheldMortgagesDRN-5978034 The complaint Mr O complains that Mortgages Plc sent him a letter saying he was in breach of his mortgage, which he found bullying and abusive. He asks for compensation of £2,000. What happened Mr O took out a mortgage with Mortgages Plc in 2005, secured on his leasehold pro... (3 pages)View decision -
Decision Reference DRN-5822847
26 Nov 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5822847 The complaint Mr M, representing F (a partnership), complains about the handling of a legal expenses insurance claim it made with The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU Mutual). Of particular concern was NFU Mutual’s deci... (4 pages)View decision
