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-5892129
20 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5892129 Complaint Miss C has complained about a personal loan which she says Santander UK Plc (“Santander”) unfairly provided to her. She says the loan was unaffordable and shouldn’t have been provided to her. Background Santander provided Miss C with a loan for £3,000.00 in June 2... (5 pages)View decision -
Decision Reference DRN-5786453
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5786453 The complaint Mr and Mrs A complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly declined their application for further borrowing on their mortgage. What happened Mr and Mrs A banked with NatWest and hold a mortgage with it. On 15 June 2022 NatWest gave Mr ... (3 pages)View decision -
Decision Reference DRN-5752162
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5752162 The complaint A company that I will refer to as J, complains that Barclays Bank UK PLC unfairly closed its account. And by doing so, has failed to reasonably consider its circumstances. Mr J, a director of, brings the complaint on behalf of J. Mr J is also unhappy about th... (3 pages)View decision -
Decision Reference DRN-5778109
20 Oct 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5778109 The complaint Mr M, who is represented by his father, complains National Savings and Investments won’t let his father continue to manage his premium bonds or close his account without medical evidence. What happened Mr M has £50,000’s worth of premium bonds with NS&I. Mr... (2 pages)View decision -
Decision Reference DRN-5855403
20 Oct 2025 Harvey & Thompson Limited Not upheldConsumer CreditDRN-5855403 The complaint Ms S is complaining that Harvey & Thompson Limited trading as H&T Pawnbrokers (H&T) sold her pawned items at auction. What happened In February 2023, Ms S pawned several items of jewellery under two agreements with H&T. Both were six-month agree... (3 pages)View decision -
Decision Reference DRN-5748152
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5748152 The complaint M, a limited company, has complained that HSBC UK Bank Plc won’t refund all the money it lost in a scam. Mr O, as director of M, is representing the company. What happened In late 2024, a scammer intercepted emails between M and its overseas supplier. The scamm... (3 pages)View decision -
Decision Reference DRN-5523092
20 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5523092 The complaint Mr M has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2024 Mr M got in touch with Halifax as he’d found there was a CIFAS marker on his record and asked t... (2 pages)View decision -
Decision Reference DRN-5893084
20 Oct 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5893084 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by N.I.I.B. Group Limited trading as Northridge Finance (Northridge). What happened Around September 2024 Mr W acquired a used car under a hire purchase agreement with Northridge. Th... (5 pages)View decision -
Decision Reference DRN-5805780
20 Oct 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5805780 The complaint Mr I complains Charter Court Financial Services Limited trading as Charter Savings Bank (CSB) delayed transferring funds he instructed it to. He also complains it closed his account without his agreement and disclosed sensitive information to a third party caus... (3 pages)View decision -
Decision Reference DRN-5866021
20 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5866021 The complaint Miss A complains that Virgin failed to properly consider her claim under section 75 Consumer Credit Act 1974 (“s.75”) and failed to make a chargeback. What happened In April 2024 Miss A arranged for her vehicle to be taken to a garage (“the merchant”) a conside... (5 pages)View decision
