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 130332 results
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Decision Reference DRN-6141621
2 Mar 2026 National House-Building Council UpheldInsuranceDRN-6141621 The complaint Mr and Mr H complain that National House-Building Council (NHBC) has unfairly declined to provide cover for damage to their kitchen flooring under their building guarantee policy. What happened Mrs and Mr H have raised concerns wit NHBC about the ground floor o... (4 pages)View decision -
Decision Reference DRN-6190711
2 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6190711 The complaint Mr B complains that Santander UK Plc (Santander, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an Authorised Push Payment (APP) job task scam. What happened The facts are well known to both parties, so I have outlined the key det... (9 pages)View decision -
Decision Reference DRN-6160568
2 Mar 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-6160568 The complaint Mrs R complains about Capital One (Europe) plc (“Capital One”) as she thinks her credit card account she held with them went over its credit limit and incurred charges through no fault of her own. What happened In May 2023, Mrs R took out a credit card account... (4 pages)View decision -
Decision Reference DRN-5971415
2 Mar 2026 Aviva Insurance Limited UpheldInsuranceDRN-5971415 The complaint Mr and Mrs M complain about how Aviva Insurance Limited have handled their claim following a water leak in their home. They’re unhappy with the standard of work carried out by Aviva’s contractors. What happened Mr and Mrs M have household building and contents ... (6 pages)View decision -
Decision Reference DRN-6115658
2 Mar 2026 Everyday Lending Limited UpheldConsumer CreditDRN-6115658 The complaint Mr D complains that Everyday Lending Limited (“ELL”) irresponsibly lent to him. Mr D says he shouldn’t have been granted the loan. What happened ELL granted Mr D one loan in May 2022, the loan amount was £12,500. The loan had a term of 60 months with monthly r... (3 pages)View decision -
Decision Reference DRN-6179638
2 Mar 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6179638 The complaint Mrs L complains about a car supplied to her using a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”). What happened In October 2023, Mrs L acquired a used car using a hire purchase agreement with CA Auto. The car was nearly seven years... (6 pages)View decision -
Decision Reference DRN-6176478
2 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-6176478 The complaint This complaint’s about a mortgage Mr C holds with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). The essence of the complaint is that Mr C says NatWest took possession of the mortgaged property without prior warning, believing it to be abandoned, ... (3 pages)View decision -
Decision Reference DRN-6182630
2 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6182630 The complaint Mr A complains about charges BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (who I’ll call BMWFS) asked him to pay when he voluntarily terminated his finance agreement. He also says that they should have divulged the prior use of the ... (3 pages)View decision -
Decision Reference DRN-5698077
2 Mar 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5698077 The complaint Ms P is unhappy with how Clydesdale Bank Plc trading as Virgin Money dealt with her security concerns after she reported that she was the victim of a scam. What happened In November 2024, Ms P received a call from a scammer impersonating Virgin Money. The scamm... (2 pages)View decision -
Decision Reference DRN-5866505
2 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5866505 The complaint Miss S complains that she struggled to repay the personal current account overdraft she held with Santander UK Plc (Santander) and has been using it heavily for several years. What happened Miss S held a personal current account with Santander for several year... (2 pages)View decision