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 381082 results
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Decision Reference DRN-5699263
22 Jul 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5699263 The complaint Mrs C and the estate of Mr C complain HDI Global Speciality SE’s (HDI) decision to decline a subsidence claim was unfair. What happened The details of this complaint are well known to the parties, so I won’t repeat them in detail. Instead, I will focus on the r... (2 pages)View decision -
Decision Reference DRN-5607317
22 Jul 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5607317 The complaint Mr D complains that charges Volvo Car UK Limited (Volvo) applied at the end of his hire agreement were unfair. He would like the excess mileage charge waived, debt collection activities ceased and Volvo to acknowledge its unfair practices What happened The det... (2 pages)View decision -
Decision Reference DRN-5654546
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5654546 The complaint Mr G complains about the actions of Nationwide Building Society in relation to an overdraft he had with it. What happened Mr G took out a student account with Nationwide, which has an overdraft facility of £1,000. Mr G says he used the account excessively for... (3 pages)View decision -
Decision Reference DRN-5699099
22 Jul 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5699099 The complaint Miss B complains that when she changed her mortgage with Barclays Bank UK PLC trading as Woolwich in 2014, she didn’t get an offset mortgage. She says Barclays confirmed in 2022 that she did have an offset, before later saying she didn’t. What happened Miss B s... (3 pages)View decision -
Decision Reference DRN-5502306
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502306 The complaint Mr P complains that Barclays Bank UK PLC won’t allow him an overdraft facility. What happened Mr P had an overdraft facility with Barclays for £2,210. In January 2025, Barclays wrote to Mr P and explained that based on a review of his account, the limit might ... (2 pages)View decision -
Decision Reference DRN-5707596
22 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5707596 The complaint Miss M complains that HSBC UK Bank Plc has unfairly refused to refund her losses after she fell victim to a scam. Miss M is represented in her complaint by a professional third party but for ease I will refer to Miss M throughout. What happened Miss M says that... (7 pages)View decision -
Decision Reference DRN-5689763
22 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5689763 The complaint Mr C is unhappy with Santander UK PLC’s (“Santander”) decision not to accept a Direct Debit indemnity (DDI) claim in relation to a number of payments he made to an energy supplier between 2021 and 2024. Direct Debit Mandate history Direct Debit mandate number... (3 pages)View decision -
Decision Reference DRN-5424182
22 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5424182 The complaint Mr F is unhappy U K Insurance Limited won’t refund his van insurance premium for the time it was in a garage being repaired. What happened The full details of the complaint are known to both parties, so I won’t repeat them again here. Instead, I’ll focus on pro... (2 pages)View decision -
Decision Reference DRN-5707779
22 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5707779 The complaint Ms C is complaining about Santander UK Plc’s customer service in relation to her credit card account. What happened Ms C held a credit card account with Santander. In early January 2025 she tried to use the credit card for an online transaction, but it was decl... (8 pages)View decision -
Decision Reference DRN-5707667
22 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5707667 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY made a payment to his property’s management company and added them to the balance of the mortgage. What happened In 2006, Mr C took out a mortgage with NatWest. He later added his now ex-partn... (3 pages)View decision
