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 170827 results
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Decision Reference DRN-5819597
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5819597 The complaint Mr S complains that Santander unfairly closed his bank account without notice and without providing a reason. What happened Mr S, an international student studying in the UK, opened a bank account with Santander on 18 March 2025. He says that this account was t... (5 pages)View decision -
Decision Reference DRN-5607618
14 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5607618 The complaint Mrs R complains Shop Direct Finance Company Limited trading as very (SDFCL) handled her claim under section 75 Consumer Credit Act 1974 (“section 75”) unfairly. She said she’s entitled to a refund because both the washing machine and dryer she bought are faulty... (4 pages)View decision -
Decision Reference DRN-5880340
14 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5880340 The complaint Mr S complains about the satisfactory quality of a car supplied to him using a hire purchase agreement taken out with BMW Financial Services(GB) Limited (“BMWFS”). Mr S also believes there was a misrepresentation in relation to a subscription service which coul... (6 pages)View decision -
Decision Reference DRN-5586287
14 Oct 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5586287 The complaint Mr M complains Rooftop Mortgages Limited trading as Rooftop Mortgages (Rooftop) declined his request to sell his property at less than the amount he owed on his mortgage in 2023. It agreed to a shortfall sale in 2024, but the shortfall was significantly more at... (3 pages)View decision -
Decision Reference DRN-5821428
14 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5821428 The complaint Mr C complains National Westminster Bank Plc (NatWest) failed to carry out proper financial checks before it approved a loan for him. What happened Mr C says NatWest approved a loan of £7,000 for him in April 2024 at a time when he was already under financial p... (3 pages)View decision -
Decision Reference DRN-5794554
14 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5794554 The complaint Mr G complains that Nationwide Building Society has failed to prevent unauthorised direct debits being set up on his account, and after closing the account on his new account with another provider. What happened Mr G said for almost 10 years he has experienced... (3 pages)View decision -
Decision Reference DRN-5778145
14 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5778145 The complaint Mr D is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2023, CCB approved Mr D’s application for a loan. They lent him £9,000 over a five-... (4 pages)View decision -
Decision Reference DRN-5723672
14 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5723672 The complaint Mr R complains Nationwide Building Society recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr R had an account with Nationwide. In April 2024, it was credited with... (3 pages)View decision -
Decision Reference DRN-5868094
14 Oct 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5868094 The complaint Mr and Mrs A complain that The Mortgage Works (UK) Plc (TMW) didn’t do enough to make the terms of their buy-to-let mortgage clear because it didn’t send them a rate switch offer by post. What happened Mr and Mrs A’s buy-to-let mortgage with TMW was on a fixed ... (2 pages)View decision -
Decision Reference DRN-5729558
14 Oct 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5729558 The complaint Mr H, through his representative, complains that Close Brothers Limited approved a vehicle finance agreement for him when he could not afford the repayments. What happened Mr H applied to Close Brothers through a broker in November 2021. It was a conditional sa... (3 pages)View decision
