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-5748698
24 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5748698 The complaint Mr G complains that Black Horse Limited lent to him irresponsibly when they lent him money under a car finance agreement. What happened In March 2021, Mr G entered into a car finance agreement with Black Horse, where he borrowed approximately £18,000 repayable... (4 pages)View decision -
Decision Reference DRN-5816641
24 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5816641 The complaint Mr P complains that, although he only just missed the deadline for fixing a new interest rate on his mortgage with Nationwide Building Society, it charged the standard variable rate for a month. Mr P said that was disproportionate, and Nationwide should give th... (2 pages)View decision -
Decision Reference DRN-5795466
24 Nov 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5795466 The complaint Mr C complains about the renewal of his motor insurance policy through Sainsbury’s Bank Plc (Sainsbury’s). He says he didn’t receive the renewal notice by email and wasn’t aware the policy failed to renew automatically until the policy had lapsed. This meant he... (5 pages)View decision -
Decision Reference DRN-5649626
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5649626 The complaint Miss G has complained that Santander UK Plc wrote to her in April 2025 to say it was going to reduce her overdraft from £1,000 to £350 that June, which she feels is unfair. What happened Miss G had a £1,000 overdraft limit with Santander for nine years. However... (1 page)View decision -
Decision Reference DRN-5971540
24 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5971540 The complaint Mr H complains Barclays Bank UK PLC is holding him liable for transactions he didn’t carry out or authorise. What happened Mr H has an account with Barclays with a debit card. Mr H says he lost his card on or around 23 December 2023 and the following day notice... (2 pages)View decision -
Decision Reference DRN-5971542
24 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5971542 The complaint Miss F complains that Barclays Bank UK PLC, trading as Tesco Bank (‘Tesco Bank’), irresponsibly agreed to a loan she couldn’t afford. What happened In October 2021 Miss F applied for a loan with Tesco Bank. She was given a loan of £15,000 and the monthly repay... (3 pages)View decision -
Decision Reference DRN-5811340
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5811340 The complaint Mr S and Miss S complain about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY valued their property. They said NatWest didn’t support them in their appeals, and wouldn’t seek an alternative valuation for them. What happened Whilst this complaint is brough... (3 pages)View decision -
Decision Reference DRN-5963616
24 Nov 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5963616 The complaint Mr W’s complaint is about a claim he made on his FAIRMEAD INSURANCE LIMITED (“Fairmead”) legal expenses insurance policy, which was declined. Mr W feels Fairmead treated him unfairly. In this decision all references to Fairmead include their claims handlers. Wh... (4 pages)View decision -
Decision Reference DRN-5970959
24 Nov 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5970959 The complaint Mr T complains about how Creation Consumer Finance Ltd handled a claim he made under Section 75 of the Consumer Credit Act 1974 (“Section 75”). Throughout his complaint, a family member has represented Mr T. But for ease, I’ll just refer to “Mr T”. What happene... (6 pages)View decision -
Decision Reference DRN-5932845
24 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5932845 The complaint Mr C is unhappy that Motability Operations Limited terminated the hire agreement under which a car was supplied to him. When I refer to what Mr C has said and what Motability Operations have said, it should also be taken to include things said on their behalf.... (3 pages)View decision
