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 171073 results
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Decision Reference DRN-5888819
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5888819 The complaint Mrs W complains about the service provided by Santander UK Plc when she tried to apply for a fixed rate bond under a power of attorney (POA) for her mother (Mrs R). And that Santander led her to apply for a saver account in her name when it was intended to be i... (5 pages)View decision -
Decision Reference DRN-5901116
23 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5901116 The complaint Mr H complains about the information that Santander UK plc has recorded about his mortgage on his credit file. What happened Mr H and his now ex-partner have a mortgage which they originally took out with Alliance & Leicester. The mortgage is now with Sant... (2 pages)View decision -
Decision Reference DRN-5607194
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5607194 The complaint Mr H complains Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bot... (4 pages)View decision -
Decision Reference DRN-5860925
23 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5860925 The complaint Mrs S complains that Black Horse Limited (Black Horse), trading as Land Rover Financial Services (LFS), failed to explain the implications of exceeding the mileage allowance on her Hire Purchase Agreement. She would like the excess mileage charge reviewed to ... (3 pages)View decision -
Decision Reference DRN-5782950
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5782950 The complaint Ms H complains that Lloyds Bank Plc hasn’t refunded the money she lost when she fell victim to what she believes was a scam. Ms H is represented in this complaint by a solicitor, but for simplicity I have generally referred to Ms H throughout this decision, ev... (3 pages)View decision -
Decision Reference DRN-5861304
23 Oct 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5861304 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Go Car Credit Limited (‘GCC’). What happened Around July 2024 Mr B acquired a used car under a hire purchase agreement with GCC. The car is listed with a cash price of £14,220 on ... (3 pages)View decision -
Decision Reference DRN-5555739
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5555739 The complaint Mr H complains that National Westminster Bank PLC (NatWest) didn’t do enough to protect him when he fell victim to a scam. Mr H is represented in this matter, but for ease of reading I will refer to Mr H throughout this decision. What happened Between early Jan... (3 pages)View decision -
Decision Reference DRN-5833180
23 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5833180 The complaint Mr D complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) refused his request to reject a car. What happened In January 2024 Mr D acquired a new electric car at a cost of £52,985, funded in part by a hire purchase... (3 pages)View decision -
Decision Reference DRN-5721615
23 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5721615 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr W was approved for a Virgin Money credit card in February 2022 with a £6,600 credit limit. The credit limit was increased to £11,600 in November 2022. Mr... (4 pages)View decision -
Decision Reference DRN-5845496
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5845496 The complaint Mr A complains about how Nationwide Building Society (‘Nationwide’) handled matters when his car broke down. What happened The background to this complaint is well known to both parties, so I have just provided a brief overview of key events here. Mr A had a ... (2 pages)View decision
