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 4808 results
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Decision Reference DRN3179173
3 Aug 2018 Provident Personal Credit Limited Not upheldBanking and creditMiss R complains that Provident Personal Credit Limited, trading as Satsuma Loans, (“SL”), gave her a loan that she couldn’t afford to repay. She is also unhappy about the way SL has dealt with her financial difficulties. backgroundMiss R took out an instalment loan for £7... (5 pages)View decision -
Decision Reference DRN0824293
14 Oct 2019 Total Home Loans Direct Limited Not upheldBanking and creditMr W complains that Total Home Loans Direct Limited (THL) lent to him irresponsibly. He also complains that it did not send to him a final response letter after he complained to it. Mr W expresses concern at an on-line social media invitation to connect which he says he received from a Dir... (5 pages)View decision -
Decision Reference DRN-5454274
22 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5454274 The complaint Miss B complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint... (5 pages)View decision -
Decision Reference DRN4989968
12 Jan 2018 National Westminster Bank Plc Not upheldBanking and creditMiss S complains that National Westminster Bank Plc failed to remove her from the joint account that she has with her ex-husband and that it’s having an effect on her ability to get credit. She wants to be removed from the account.backgroundMiss S said that she was a... (2 pages)View decision -
Decision Reference DRN-3432724
6 Sep 2022 Santander UK Plc Not upheldInvestmentsDRN-3432724 The complaint Mr K is unhappy with the advice he was given by Santander UK Plc (‘Santander’) to invest into one of its products because of the low return he received upon its maturity. Mr K says he lost out financially and would like to be put in the financial position he was t... (5 pages)View decision -
Decision Reference DRN-4440511
1 Dec 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4440511 The complaint Mrs L complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions she didn’t recognise. What happened Mrs L reported a large number of transactions (+170) made using her debit card that she didn’t recognise. They were all made to various betting... (5 pages)View decision -
Decision Reference DRN-2432244
19 Mar 2021 TFS Loans Limited UpheldConsumer CreditDRN-2432244 Complaint Mr S has complained that TFS Loans Limited (“TFS Loans”) irresponsibly provided him with unaffordable guarantor loans. He says that TFS should have seen that he was struggling to make payments across all his debts and so shouldn’t have lent to him. Background TFS Loa... (6 pages)View decision -
Decision Reference DRN8061543
13 Feb 2014 Zurich Assurance Ltd Not upheldInvestment and pensionsMr B’s complaint is that Zurich Assurance Ltd mis-sold a pension to him in 1996. This was because he felt that the way pensions have been operated by the banks and insurance companies was not explained fully to him at the time. He was also unhappy at the way he felt financial instituti... (2 pages)View decision -
Decision Reference DRN0430907
11 Apr 2016 Provident Personal Credit Limited UpheldBanking and creditMr S complains that Provident Personal Credit Limited gave him two loans without carrying out affordability checks. He wants the outstanding balance written off and the default removed.backgroundMr S says the affordability checks were falsified and it is not his signature... (3 pages)View decision -
Decision Reference DRN-4738569
28 Jun 2024 esure Insurance Limited Not upheldInsuranceDRN-4738569 The complaint Mr J is complaining that he couldn’t renew the motor insurance policy that he took out through esure Insurance Limited. What happened In October 2023, Mr J’s motor insurance policy – provided by esure – was due to renew. But due to a technical issue he was unable ... (2 pages)View decision
