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-5911784
4 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5911784 The complaint Mr W has complained American Express Services Europe Limited (Amex) acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It refl... (4 pages)View decision -
Decision Reference DRN-5754569
4 Dec 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5754569 The complaint Mr L complains that Salary Finance Loans Limited (“Salary Finance”) irresponsible lent to him. Mr L is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr L throughout. What happened In August 2023 Mr L applied for a loa... (2 pages)View decision -
Decision Reference DRN-5961289
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5961289 The complaint L, a partnership, complain that Santander UK Plc have decided to introduce charges on their business account, despite it being sold as fee free forever. What happened In 2002 L opened their business account with Abbey National (now Santander) – with the promis... (3 pages)View decision -
Decision Reference DRN-5941042
4 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5941042 The complaint Mr W has complained about delays Admiral Insurance (Gibraltar) Limited caused while dealing with a claim he made under his motor insurance policy. I can see our investigator limited the investigation up to 3 July 2025, which is the date Admiral sent their final... (3 pages)View decision -
Decision Reference DRN-5930096
4 Dec 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5930096 The complaint Mrs H complains Cynergy Bank Plc (“Cynergy”) hasn’t refunded funds she says she lost as the result of a scam and is unhappy with the service provided when she reported the scam. What happened Both parties are familiar with the circumstances of the complaint, s... (3 pages)View decision -
Decision Reference DRN-5994951
4 Dec 2025 Topaz Finance Limited UpheldMortgagesDRN-5994951 The complaint Mr O has complained about how he has been treated by Topaz Finance Limited trading as Hyalite Mortgages in respect of a mortgage shortfall from 2013. He said Hyalite intentionally used false information to demand money with menaces, have breached Financial Cond... (5 pages)View decision -
Decision Reference DRN-5989069
4 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5989069 The complaint Mr M complains that Motability Operations Limited (Motability) won’t let him cancel his car lease early. What happened Mr M has been leasing his current car through Motability since December 2023. In December 2024 he asked Motability to allow him to end his cur... (2 pages)View decision -
Decision Reference DRN-5644240
4 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5644240 The complaint Mr W complains through a third part representative that My Finance Club Limited (MFC) irresponsibly lent to him. Mr W also says the lending resulted in an unfair relationship. What happened MFC lent Mr W five loans, from the information provided, the details o... (3 pages)View decision -
Decision Reference DRN-5801912
4 Dec 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5801912 The complaint Mr M complains that Lendable Ltd trading as Zable irresponsibly lent to him. What happened Mr M was approved for a Zable credit card in March 2024, with a credit limit of £800. Mr M says that he was made bankrupt in 2019, and that this credit card was irrespons... (3 pages)View decision -
Decision Reference DRN-5859037
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5859037 The complaint Ms S complains National Westminster Bank PLC allowed her current account to go into an unarranged overdraft when it shouldn’t have. What happened Ms S purchased an item from an online retailer on 24 July 2025. I’ll refer to the retailer as ‘M’. At the time of ... (3 pages)View decision