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 179155 results
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Decision Reference DRN-5823714
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5823714 The complaint Mrs W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decisi... (3 pages)View decision -
Decision Reference DRN-6064965
23 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6064965 The complaint Mr D complains about BMW Financial Services’ (BMWFS) handling of a hire-purchase agreement he entered into with it. What happened In September 2023, Mr D entered into a hire-purchase agreement with BMWFS to facilitate the purchase of a motorbike. The total am... (7 pages)View decision -
Decision Reference DRN-6086968
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6086968 The complaint National Westminster Bank PLC (‘NatWest’) provided Mr M with two loans in 2024 for the purpose of refinancing. He says both loans were provided irresponsibly. What happened NatWest provided Mr M with a personal loan in June 2024. The loan was for £24,500 and w... (2 pages)View decision -
Decision Reference DRN-6102623
23 Jan 2026 Hyundai Capital UK Limited UpheldConsumer CreditDRN-6102623 The complaint Miss M complains about a car supplied to her using a conditional sale agreement taken out with Hyundai Capital UK Limited trading as Hyundai Finance (“Hyundai”). What happened In October 2024, Miss M signed a conditional sale agreement with Hyundai to acquire ... (4 pages)View decision -
Decision Reference DRN-5928192
23 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5928192 The complaint Mr R, who is represented, complains that Santander UK Plc didn’t do more to protect him from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2024, Mr R was victim of a rog... (3 pages)View decision -
Decision Reference DRN-6007181
23 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6007181 The complaint A company I’ll call K complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for its business account, having originally said business account banking would be fee-free forever. What happened Mr A opened a business account with Santand... (4 pages)View decision -
Decision Reference DRN-6102281
23 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6102281 The complaint Mr H complains that Wise Payments Limited (Wise) won’t refund money he lost when he fell victim to an investment scam. Mr H is being represented in this complaint by a family member. What happened Mr H says he was contacted via a social media platform by a su... (4 pages)View decision -
Decision Reference DRN-5851485
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5851485 The complaint Miss T complains that HSBC UK Bank Plc won’t reimburse her money she says she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Miss T was looking to undergo training and wa... (3 pages)View decision -
Decision Reference DRN-5895130
23 Jan 2026 Next Retail Limited Not upheldConsumer CreditDRN-5895130 The complaint Ms M complains about the way Next Retail Limited (“Next”) handled its security checks following an order she placed on her NextPay credit account. What happened On 15 July 2025, Next emailed Ms M and asked her to call about an order she had placed using her Nex... (2 pages)View decision -
Decision Reference DRN-5932530
23 Jan 2026 NewDay Ltd Not upheldConsumer CreditDRN-5932530 The complaint Mr N complains that NewDay Ltd (“NewDay”) took payments from him in relation to a credit agreement that were higher than agreed. Mr N also complains that NewDay didn’t send him a copy of the credit agreement which meant he wasn’t able to review its terms or exe... (3 pages)View decision