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 386170 results
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Decision Reference DRN-6021407
17 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6021407 The complaint Mr K complains Santander UK Plc (‘Santander’), hasn’t fully reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Santander should reimburse him all the money he’s lost. I understand that there was an earlier pa... (6 pages)View decision -
Decision Reference DRN-5987487
17 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5987487 The complaint Mr Y has complained about the sale of his car at auction by Blue Motor Finance Ltd (‘BMF’), and the service he’s received. Mr Y’s been represented in bringing his complaint. I’ll call his representative, Ms X. What happened Mr Y entered into a car finance agree... (2 pages)View decision -
Decision Reference DRN-5974021
17 Dec 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5974021 The complaint Mr S complains First Rate Exchange Services Ltd won’t refund an Automated Teller Machine (“ATM”) withdrawal which debited his account even though he says he didn’t receive the cash. What happened Mr S made a cash withdrawal on 24 May 2025. He said the cash was... (2 pages)View decision -
Decision Reference DRN-5990542
17 Dec 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5990542 The complaint Mr C complains that Omni Capital Retail Finance Limited (‘Omni’) recorded inaccurate information on his credit file. What happened The background to this complaint is well known to both parties so I’ll only summarise it here. Mr C made a purchase over the phon... (2 pages)View decision -
Decision Reference DRN-6021592
17 Dec 2025 First Central Underwriting Limited UpheldInsuranceDRN-6021592 The complaint Mr L complains that First Central Underwriting Limited is unfairly trying to recover a sum for the salvage value of his old car from him, following a claim on his motor insurance policy. What happened First Central insured Mr L’s car. He was in an accident in M... (4 pages)View decision -
Decision Reference DRN-5481245
17 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5481245 The complaint Mrs O complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Mrs O is being represented by a third party. To keep things simple, I will refer to Mrs O throughout my decision. What ... (5 pages)View decision -
Decision Reference DRN-5337887
17 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5337887 The complaint Mr W is unhappy with the actions of HSBC UK Bank Plc surrounding unauthorised payments on his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. Mr W... (2 pages)View decision -
Decision Reference DRN-5810665
17 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5810665 The complaint Mr P complains about AmTrust Specialty Limited’s decision to decline a claim made under his buildings warranty policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the... (4 pages)View decision -
Decision Reference DRN-6002826
17 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-6002826 The complaint Mr R’s complaint is about a mortgage he holds with Santander UK Plc. Santander enforced a possession order in September 2025. The essence of the complaint is that Mr R believes he was told that if he cleared his arrears in full, Santander would return the prope... (3 pages)View decision -
Decision Reference DRN-5799352
17 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5799352 The complaint Miss M complains that NewDay Ltd trading as Aqua (NewDay) increased her credit limit on her credit card on several occasions, which she could not afford to repay. What happened In April 2025, Miss M complained to NewDay to say that it shouldn’t have given her ... (4 pages)View decision
