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 179851 results
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Decision Reference DRN-6127668
4 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6127668 The complaint Mr L complains about a car supplied to him using a conditional sale agreement taken out with Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Stellantis”). What happened In January 2020, Mr L acquired a brand-new car using a conditional s... (6 pages)View decision -
Decision Reference DRN-6104284
4 Feb 2026 Santander UK Plc Not upheldMortgagesDRN-6104284 The complaint This complaint is about several buy-to-let (BTL) mortgages Mr and Mrs C hold jointly with Santander UK Plc. They are unhappy that Santander will not consent to removing Mr C from one mortgage and Mrs C from another, which they’d agreed to do as part of their di... (2 pages)View decision -
Decision Reference DRN-6127573
4 Feb 2026 Barclays Bank Plc UpheldBanking and PaymentsDRN-6127573 The complaint A company I’ll call H complains that Barclays Bank PLC (Barclays) recorded it on the Member Alert to Control High-Risk Merchants list (MATCH list). It says this has caused harm to its business, and it wants Barclays to remove the marker. H is represented by it... (3 pages)View decision -
Decision Reference DRN-6034944
4 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6034944 The complaint Mr M and Mr T complain that Nationwide Building Society provided poor customer service during an account switch and has not honoured the switch incentive payment. What happened In June 2025, Nationwide was offering a £200 incentive payment to customers switchi... (3 pages)View decision -
Decision Reference DRN-6096811
4 Feb 2026 Plend Limited UpheldConsumer CreditDRN-6096811 The complaint Mrs H complains that Plend Limited was irresponsible in its lending to her. What happened Mrs H was provided with a £10,000 loan by Plend in April 2025. The loan term was 48 months, and Mrs H was required to make monthly repayments of £286.79. Mrs H said that a... (5 pages)View decision -
Decision Reference DRN-6127344
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6127344 The complaint Mrs S complains that Santander UK Plc won’t provide her with a refund when she fell victim to an impersonation scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (8 pages)View decision -
Decision Reference DRN-6012806
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6012806 The complaint NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) provided Miss H with a loan in August 2023. Miss H borrowed £5,000 and she was due to make 36 monthly repayments of £203.22. Miss H says the credit was provided irresponsibly and she thinks the intere... (3 pages)View decision -
Decision Reference DRN-6110558
4 Feb 2026 Santander UK Plc UpheldMortgagesDRN-6110558 The complaint Ms H complains that Santander UK Plc has not given her appropriate support with her mortgage. What happened Ms H has a mortgage with Santander. Ms H became unwell some years ago and had to give up work. She has a range of physical and mental health conditions w... (12 pages)View decision -
Decision Reference DRN-6127515
4 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6127515 The complaint Mr Y complains that Wise Payments Limited (Wise) won’t refund all the money he’s lost as a result of a safe account impersonation scam. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what... (6 pages)View decision -
Decision Reference DRN-6004540
3 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6004540 The complaint Mrs S complains that she was unable to make payments to her credit card with JaJa Finance Ltd trading as Asda Money Credit Card. What happened Mrs S holds an Asda credit card account. In or around January 2025 she found that the payments she made to her account... (3 pages)View decision