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-5882367
20 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5882367 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. Mr S has been represented during the claim and complaint process by Miss N. For ease of reference, I will refer to any co... (4 pages)View decision -
Decision Reference DRN-5892177
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5892177 The complaint A company that I will refer to as L, complains that HSBC Uk Bank Plc blocked its account which led to an order being cancelled and financial loss. Mr W, a director of, brings the complaint on behalf of L. What happened The facts of the complaint are well know... (4 pages)View decision -
Decision Reference DRN-5886207
20 Oct 2025 Pepper (UK) Limited UpheldMortgagesDRN-5886207 The complaint Miss F complains about her mortgage, currently with Pepper (UK) Limited trading as Engage Credit. She’s unhappy with the interest rate, the balance, and fees and charges added to the loan. She believes she’s a mortgage prisoner. What happened Miss F took out a ... (13 pages)View decision -
Decision Reference DRN-5881614
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5881614 The complaint Mr W complains that Santander UK Plc (‘Santander’) haven’t sent him credit card statements since his account was blocked in November 2022, and he’s been unable to manage his account online. Mr W wants his account to be closed. He’d like Santander to issue a for... (2 pages)View decision -
Decision Reference DRN-5845085
20 Oct 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5845085 The complaint Mr and Ms G complain that The Mortgage Works (UK) Plc (TMW) refused them a buy to let mortgage and reported Mr G to a fraud prevention database. Mr G complains about the marker reported about him, and they both complain about the increased cost of the mortgage ... (4 pages)View decision -
Decision Reference DRN-5603500
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5603500 The complaint Mr H1 and Mr H2 are trustees of a trust which I’ll refer to as H. They complain about a declined application for a high interest deposit account with Santander UK Plc. They also complain about the overall service they experienced, particularly around the inform... (3 pages)View decision -
Decision Reference DRN-5892534
20 Oct 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5892534 The complaint Mrs C complains about the service received from National Savings and Investments (“NS&I”) regarding the administration of a joint account she held with it following the death of the joint account holder. In particular, she is unhappy she had to obtain a Gra... (4 pages)View decision -
Decision Reference DRN-5782340
20 Oct 2025 Foundation for Credit Counselling UpheldConsumer CreditDRN-5782340 The complaint Mr W complains Foundation for Credit Counselling trading as Stepchange haven’t supported him with his Token Payment Plan (TPP). What happened Mr W has a medical condition and says he specifically sought support from Stepchange to help manage his debts. He also ... (4 pages)View decision -
Decision Reference DRN-5892567
20 Oct 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5892567 The complaint Mr A complains that Stellantis Financial Services UK Limited (Stellantis) haven’t adequately compensated him for the distress and inconvenience they caused when asking him to pay excess mileage charges that weren’t due. What happened The detailed background to ... (2 pages)View decision -
Decision Reference DRN-5631729
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5631729 The complaint Miss B complains that Barclays Bank UK PLC (Barclays) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The ba... (4 pages)View decision
