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-6161942
27 Feb 2026 The Mortgage Works (UK) Plc UpheldMortgagesDRN-6161942 The complaint Mr K complains about problems and delays by The Mortgage Works (UK) Plc regarding a part redemption of a commercial mortgage to allow him to sell part of the security property. What happened Mr K took out a commercial mortgage with TMW in 2007 to buy a freehold... (4 pages)View decision -
Decision Reference DRN-6188326
27 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6188326 The complaint Miss H has complained that money, which was accidentally paid into a Junior ISA (“JISA”), has not be returned to her. To resolve the complaint, Miss H would like the money removed from the JISA, so that it can be credited back to her. What happened On 6 Augus... (4 pages)View decision -
Decision Reference DRN-6122157
27 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6122157 The complaint The estate of Mrs G (the estate) complain about how AXA Insurance UK Plc handled a claim on the late Mrs G’s buildings insurance policy. What happened The facts are well known to both parties, so I won’t go into detail here. In summary, an escape of water occur... (3 pages)View decision -
Decision Reference DRN-6188102
27 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6188102 The complaint Mrs P complains about Santander UK Plc. She says that she has been the victim of a scam and would like Santander to refund her loss. What happened In February 2020, Miss P made a payment of £20,000 for an investment in a company I will refer to as ‘L’, for a ... (5 pages)View decision -
Decision Reference DRN-5907910
27 Feb 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5907910 The complaint Mr Z complained about the way Hutchison 3G UK Limited trading as Three (“Three”) administered a fixed sum loan agreement he’d taken out to buy a phone. What happened Mr Z bought a phone for around £1,100 in December 2023 using a fixed sum loan agreement with Hu... (4 pages)View decision -
Decision Reference DRN-6181739
27 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6181739 The complaint Mr T’s complaint relates to problems he had with a car supplied to him by MBFS under a personal contract plan (PCP). What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them in detail here. Instead, I’ll provide a summar... (8 pages)View decision -
Decision Reference DRN-6143203
27 Feb 2026 Investengine (UK) Limited UpheldInvestmentsDRN-6143203 The complaint Mr E complains about how a welcome bonus on his account was paid by Investengine (UK) Limited and about issues he had with authentication and logging into his account using the app. What happened In May 2025 Mr E complained to Investengine when he noticed some ... (2 pages)View decision -
Decision Reference DRN-6026839
27 Feb 2026 Yorkshire Building Society UpheldBanking and PaymentsDRN-6026839 The complaint Mr F complains that Yorkshire Building Society (YBS) delayed in processing his application for a cash ISA, as a result of which he was unable to invest it in time for the tax year 2024-25. What happened On or about 1 April 2025 Mr F applied for a cash ISA with... (2 pages)View decision -
Decision Reference DRN-6186470
27 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6186470 The complaint Miss I complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-6018634
27 Feb 2026 Blue Motor Finance Limited UpheldConsumer CreditDRN-6018634 The complaint Miss V complains about the quality of a vehicle that was supplied through a motor finance agreement with BLUE MOTOR FINANCE LIMITED (BMF). What happened In January 2025, Miss V acquired a used car through a hire purchase agreement with BMF. The car was around n... (4 pages)View decision