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 1466 results
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Decision Reference DRN-5857535
27 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5857535 Complaint Miss C has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and this caused ongoing financial d... (6 pages)View decision -
Decision Reference DRN-5441201
19 Dec 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5441201 The complaint Miss R complains that CarCashPoint Limited irresponsibly provided her with two logbook loans. What happened Miss R was provided with two logbook loans in July and September 2023 respectively. The first was for £760 and due to be repaid in 36 monthly instalment... (5 pages)View decision -
Decision Reference DRN-3306599
11 Feb 2022 Startline Motor Finance Limited Not upheldConsumer CreditDRN-3306599 The complaint Mr S complains that Startline Motor Finance Limited acted irresponsibly when it agreed to provide him with finance to fund the purchase of a used car and then treated him unfairly when he struggled to meet repayments. What happened Mr S got this car under a hire p... (5 pages)View decision -
Decision Reference DRN-4472709
9 Jan 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4472709 The complaint Mr and Mrs L’s complaint is about their mortgage account with Barclays Bank UK PLC. Mr and Mrs L say that, during a ‘live chat’ with Barclays they were in the process of negotiating a new interest rate when the chat was ended by the bank. To settle the complaint, ... (6 pages)View decision -
Decision Reference DRN-3026036
31 Mar 2022 Arrow Global Limited UpheldMortgagesDRN-3026036 The complaint Mr and Mrs B complain that the secured, second-charge loan they have with Arrow Global Finance Limited has cost them too much to repay. They say the interest they’ve been charged over the years is unfair. Mr and Mrs B also complain about the fees and charges that ... (6 pages)View decision -
Decision Reference DRN-5765129
8 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5765129 Complaint Mrs M has complained about the overdraft charges TSB Bank (“TSB”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and this caused ongoing financial difficulty. Bac... (6 pages)View decision -
Decision Reference DRN-5734352
26 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5734352 Complaint Ms O has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and thi... (6 pages)View decision -
Decision Reference DRN-5842364
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5842364 Complaint Miss A has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and t... (6 pages)View decision -
Decision Reference DRN-4489191
1 Dec 2023 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4489191 The complaint Mr W’s complaint is about a joint mortgage he is a party to with Bank of Ireland (UK) Plc (BoI). He is unhappy that his application to add a new interest rate product to the mortgage, and extend its term was declined. He has told us that BoI assured him that chang... (6 pages)View decision -
Decision Reference DRN5060935
15 Apr 2020 Amigo Loans Ltd UpheldBanking and creditMiss A complains that Amigo Loans Ltd (“Amigo”) did not carry out proper checks before providing guarantor loans that she couldn’t afford and failed to provide an appropriate response when she experienced financial problems. background Miss A got three loans from Amigo in 2017. She borrow... (6 pages)View decision