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 170994 results
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Decision Reference DRN-5752645
8 Sep 2025 Fairstone Financial Management Limited UpheldMortgagesDRN-5752645 The complaint Mr B and Miss A complain that Fairstone Financial Management Limited (Fairstone) gave them the incorrect information about the cooling-off period for a product switch on their mortgage, which meant they had to pay an early repayment charge (ERC). What happened ... (5 pages)View decision -
Decision Reference DRN-5804662
8 Sep 2025 Zenauto Limited UpheldConsumer CreditDRN-5804662 The complaint Mr G complains that Zenauto Limited asked him to MOT a car before handing it back at the end of a hire agreement. What happened In August 2021 Mr G entered into a hire agreement with Zenauto. The car was first registered and delivered on 7 September 2021. The ... (6 pages)View decision -
Decision Reference DRN-5795028
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5795028 The complaint Mr and Mrs R have complained that Nationwide Building Society (“Nationwide”) changed the insurer that provides the travel insurance through its Flex Plus packaged bank account. Mr and Mrs R are unhappy that the new insurer has charged them significantly more to... (2 pages)View decision -
Decision Reference DRN-5335666
8 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5335666 The complaint Mr F complains that The Co-operative Bank Plc won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that The Co-operative Bank ought to hav... (2 pages)View decision -
Decision Reference DRN-5748164
8 Sep 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5748164 The complaint Mrs N complains that Bank of Ireland (UK) Plc has been unable to trace an account in her name. I’ll refer to the bank in this case as the Post Office, the brand under which it operates here. What happened Mrs N held a 12-month growth bond with the Post Office. ... (2 pages)View decision -
Decision Reference DRN-5692292
8 Sep 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5692292 The complaint A, a limited company represented by its director – who I’ll refer to as “Mr B” – complains that New Wave Capital Limited (“NWC”) unfairly decided not to pursue his chargeback claim. What happened Around November last year, Mr B contact NWC requesting that a cha... (2 pages)View decision -
Decision Reference DRN-5620106
8 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5620106 The complaint Mr S complains that Barclays Bank UK PLC unfairly declined his application for a further advance on his mortgage. What happened Mr S has a mortgage with Barclays. He carried out some home improvements that he paid for with interest free credit cards. In October... (3 pages)View decision -
Decision Reference DRN-5465145
8 Sep 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5465145 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (‘VWFS’). What happened Mr W has been represented on this complaint. But to keep things simple, I ... (6 pages)View decision -
Decision Reference DRN-5802895
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5802895 The complaint Mr R complains about the level of service he received from Black Horse Limited (“BHL”) and he’d like to be compensated for the poor service he’s received. What happened Mr R entered into a hire purchase agreement with BHL in February 2022 to acquire a caravan. ... (3 pages)View decision -
Decision Reference DRN-5782550
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5782550 The complaint Mr M and Mrs M complain that Nationwide Building Society won’t refund the money they have lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, on 4 May 2018, Mr M and Mrs ... (4 pages)View decision
