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-5836660
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5836660 The complaint Mr C and the estate of Ms 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... (15 pages)View decision -
Decision Reference DRN-5981976
4 Dec 2025 Surrey Downs Financial Services Limited UpheldInsuranceDRN-5981976 The complaint Mrs T complains that Surrey Downs Financial Services Limited (“Surrey Downs”) failed to properly set up her life and critical illness policy and gave her misleading information regarding this. What happened Mrs T was contacted by an appointed representative (“A... (5 pages)View decision -
Decision Reference DRN-5945930
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5945930 The complaint A company which I’ll call ‘P’ complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change P’s account to one which charges a monthly fee, when the original account was taken out with the promise of ‘free banking for... (4 pages)View decision -
Decision Reference DRN-5944390
4 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5944390 The complaint Mr O complains that Lloyds Bank Plc applied charges to his overdraft over the past six years when they should have realised he was in financial difficulty. What happened Mr O had an overdraft with Lloyds from November 2012 but has only complained about events ... (5 pages)View decision -
Decision Reference DRN-5907186
4 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5907186 The complaint Mr W complains Starling Bank Limited won’t refund transactions made from his account which he says he didn’t make or authorise. What happened On 13 March 2025, Mr W reported several transactions to Starling as fraudulent totalling just under £9,000. I’ve set o... (4 pages)View decision -
Decision Reference DRN-5996262
4 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5996262 The complaint Mrs O complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit ... (6 pages)View decision -
Decision Reference DRN-5991521
4 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5991521 The complaint Mr S complains about the quality of a van he has been financing through an agreement with CA AUTO FINANCE UK LTD (who I’ll call CAAF). What happened Mr S took receipt of a used van in May 2024. He financed the deal through a hire purchase agreement with CAAF. T... (2 pages)View decision -
Decision Reference DRN-5966941
4 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5966941 The complaint Mr H complains through a representative that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) failed to conduct adequate affordability checks before it lent to him. What happened In June 2020, Alphera provided Mr H with a h... (3 pages)View decision -
Decision Reference DRN-5829889
4 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5829889 The complaint Mrs and Mr A, who are represented in this matter, complain that Bank of Scotland plc (‘BoS’) won’t reimburse money they lost to fraud. As the circumstances have been given through the perspective of Mr A, for ease of reading I will refer to him throughout my de... (3 pages)View decision -
Decision Reference DRN-5806359
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806359 The complaint M, a limited company, complains that Revolut Ltd restricted the use of their account and withheld their funds. They’d like compensation for the disruption to their operations this caused. What happened The background to this complaint is well-known to both par... (2 pages)View decision