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 392389 results
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Decision Reference DRN-5989972
10 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5989972 The complaint Mr C complains that First Response Finance Limited won’t reimburse him for an insurance cancellation charge that he had to pay after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. What happened A used car was s... (2 pages)View decision -
Decision Reference DRN-6013544
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6013544 The complaint Mr and Mrs E complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mr and Mrs E ar... (5 pages)View decision -
Decision Reference DRN-6008198
10 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6008198 The complaint Mrs M complains that a car that was supplied to her under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last ... (6 pages)View decision -
Decision Reference DRN-5894900
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894900 The complaint Mr and Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money they lost as the result of scam. Mr and Mrs C have been represented in their complaint by a firm of solicitors. What happened The background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-5894897
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894897 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost as a result of a scam. Mr C has been represented in his complaint by a firm of solicitors. What happened The background to this complaint is well known to the pa... (5 pages)View decision -
Decision Reference DRN-6013435
10 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6013435 The complaint Mr N complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has said th... (3 pages)View decision -
Decision Reference DRN-5950427
10 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5950427 The complaint Ms G and Mr P have complained that Admiral Insurance (Gibraltar) Limited declined a claim they made on a travel insurance policy, cancelled the policy and retained the premium. As it is Mr P leading on the complaint, for ease, I will mostly just be referring t... (3 pages)View decision -
Decision Reference DRN-5993773
10 Dec 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5993773 The complaint Mr E complains that ReAssure Limited (ReAssure) paid his monthly annuity too late for him to pay his rent. He said this led to his forcible eviction and lost deposit. And that he had to rent a more expensive property after the eviction. Mr E also complains that... (6 pages)View decision -
Decision Reference DRN-5755138
10 Dec 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5755138 The complaint Miss G complains that Hastings Financial Services Limited lent to her without the necessary checks being carried out. Miss G says that she could not afford the loan. What happened Hastings approved a £4,000 loan for Miss G for debt consolidation on 28 August 2... (4 pages)View decision -
Decision Reference DRN-6013432
10 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6013432 The complaint Mr H complains Clydesdale Financial Services Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. What hap... (10 pages)View decision