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 162956 results
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Decision Reference DRN-5628028
17 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5628028 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (29 pages)View decision -
Decision Reference DRN-5627992
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5627992 The complaint Miss W is unhappy with how Santander UK Plc (Santander) handled her claim. What happened Miss W purchased dog harnesses from a supplier I shall call F on 2 March 2024. This was paid on her Santander credit card. These harnesses were ordered at custom sizes b... (5 pages)View decision -
Decision Reference DRN-5628473
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5628473 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W m... (5 pages)View decision -
Decision Reference DRN-5585682
17 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5585682 Complaint Mr S complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In May 2021, MotoNovo provided Mr S with finance for a used car. The cash pri... (3 pages)View decision -
Decision Reference DRN-5622653
17 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5622653 Complaint Miss W has complained that Capital One (Europe) Plc (“Capital One”) irresponsibly provided her with credit cards without carrying out proper affordability checks. She says proper checks would have showed that she already had a number of debts and so she wouldn’t ha... (3 pages)View decision -
Decision Reference DRN-5628129
16 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5628129 The complaint Mr A is unhappy with the service he received from Santander UK Plc surrounding an application he made to them for a new credit card account. What happened Mr A applied for a Santander credit card account and submitted his driving license and a council tax bill... (5 pages)View decision -
Decision Reference DRN-5628151
16 Jun 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5628151 The complaint Mr F complains that HSBC UK Bank Plc made errors with the valuation of his property. He asks that it correctly values his property, offers an interest rate product in a lower loan to value range, and compensates him for the additional interest he’s already paid... (3 pages)View decision -
Decision Reference DRN-5627950
16 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5627950 The complaint Mr C complains that a new car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as MINI Financial Services (‘MINI’) is of unsatisfactory quality. What happened In January 2024 Mr C took out a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5497300
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5497300 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr F is re... (3 pages)View decision -
Decision Reference DRN-5613813
16 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5613813 The complaint Mr and Mrs J complain that Barclays Bank PLC has declined to reimburse payments they say neither of them authorised. What happened As the facts are well known to both parties, I’ll summarise them briefly. Mr and Mrs J are disputing five online card payments mad... (2 pages)View decision
