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-4303890
17 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4303890 The complaint Miss M has complained that Santander UK Plc (“Santander”) reviewed her account and asked that she provide information that was ‘almost impossible’ to provide. Miss M is also unhappy that when she went to switch accounts to another bank, Santander said that she wou... (4 pages)View decision -
Decision Reference DRN7681024
8 Jan 2014 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mrs B complains about a monthly payment protection insurance (“PPI”) policy added to her credit card account by Barclays Bank Plc (“Barclays”). The PPI was added to her account when she applied to Barclays in September 2004 separately for it. Mrs B complains on the basis that the PPI w... (4 pages)View decision -
Decision Reference DRN-3081464
28 Dec 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3081464 The complaint Mr H is unhappy with how Moneybarn No.1 Limited dealt with his request for assistance after he fell into financial difficulties. What happened On 18 May 2017, Mr H was supplied with a used car through a conditional sale agreement with Moneybarn. The agreement was ... (4 pages)View decision -
Decision Reference DRN-5611266
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5611266 The complaint Mr M complains about the service he received from National Westminster Bank Public Limited Company (“NatWest”) when his loan account fell into arrears. What happened Mr M held a loan account with NatWest. The loan was repayable by monthly instalments. Mr M mis... (4 pages)View decision -
Decision Reference DRN-5894319
1 Dec 2025 Nationwide Building Society Not upheldMortgagesDRN-5894319 The complaint Mr M complains that Nationwide Building Society has treated him unfairly in claiming that the arrears on his mortgage are higher than they in fact are and in not accepting his payment proposal. What happened Mr M has an interest-only mortgage with Nationwide w... (4 pages)View decision -
Decision Reference DRN-5779937
17 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5779937 The complaint Ms C complains that National Westminster Bank Public Limited Company (“NatWest”) misled her about how they would administer her account if she took a temporary payment holiday on her personal loan. What happened Ms C fell into arrears on her NatWest loan when s... (4 pages)View decision -
Decision Reference DRN1164797
28 Mar 2019 BlackStar Wealth Management Ltd UpheldInvestment and pensionsMr M has complained about the advice he was given by BlackStar Wealth Management Ltd. It recommended that he transfer deferred pension benefit he held in a defined benefit (final salary) pension scheme into a self invested personal pension (SIPP) and then invest in a ... (4 pages)View decision -
Decision Reference DRN7662848
30 Sep 2013 Independent Mortgages (SW) Limited UpheldInvestment and pensionsComplaintThe complaint, in brief, relates to the advice Mrs K and her late son (“B”) received in connection with mortgage protection. The advice was given by Independent Mortgages (SW) Limited. Mrs K says that, as a result of the adviser’s failure to advise them appropriately, she has ... (14 pages)View decision -
Decision Reference DRN-5269572
31 Jan 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5269572 The complaint Mr and Mrs B’s complaint is about the actions HSBC UK Bank Plc took to recover an outstanding mortgage debt. Mr and Mrs B believe HSBC put undue pressure on them, as a result of which they accepted a lower price for the property. Mr and Mrs B are also unhappy a... (4 pages)View decision -
Decision Reference DRN3102284
26 Sep 2019 Elevate Credit International Limited UpheldBanking and creditMiss K complains that Elevate Credit International Limited trading as “Sunny” was irresponsible when it provided her with 21 high-cost short-term instalment loans between June 2015 and April 2017.backgroundMiss K took 21 loans with Sunny between 14 June 2015 and 10 April 2017. All the loan... (5 pages)View decision