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 392389 results
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Decision Reference DRN-5850229
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5850229 The complaint Mr A says NewDay Ltd trading as Marbles (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. And NewDay shouldn’t have increased the limits on the card. Mr A’s compl... (4 pages)View decision -
Decision Reference DRN-5882977
16 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5882977 The complaint Ms M has complained because Santander UK Plc will not pay her the settlement for a complaint from 2007, which she’s said she didn’t receive. She is also unhappy that it was unable to provide her with statements from her bank accounts for the year after the sett... (3 pages)View decision -
Decision Reference DRN-5886037
16 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5886037 The complaint Mrs D has complained that, with regard to a car she acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMWFS”), following the settlement of the agreement BMWFS attempted to take duplicate p... (3 pages)View decision -
Decision Reference DRN-5737660
15 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5737660 The complaint The directors of “A”, a limited company, have brought a complaint about INTACT INSURANCE UK LIMITED (“Intact”) following its decline of a claim. What happened In June 2024, A’s tenant reported that a lorry had reversed into the front boundary wall of A’s proper... (3 pages)View decision -
Decision Reference DRN-5771668
15 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5771668 The complaint Mr W complains HSBC UK Bank Plc won’t reimburse the money he lost to an investment opportunity that he now considers to be an authorised push payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I’ll only refe... (6 pages)View decision -
Decision Reference DRN-5621937
15 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5621937 The complaint Ms P complains J D Williams & Company Limited trading as Simply Be (Simply Be) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Ms P had two accounts with Simply B... (6 pages)View decision -
Decision Reference DRN-5703215
15 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5703215 THE COMPLAINT Miss C complains that Metro Bank PLC will not reimburse her money she says she lost when she fell victim to a scam. Miss C is represented by Refundee in this matter. However, where appropriate, I will refer to Miss C solely in this decision for ease of readin... (5 pages)View decision -
Decision Reference DRN-5767983
15 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5767983 The complaint Mr K is complaining about Advantage Insurance Company Limited (Advantage) decision to accept liability following an accident he was involved in, under his motor insurance policy. What happened In August 2025, Mr K’s vehicle was involved in an accident. Mr K ex... (2 pages)View decision -
Decision Reference DRN-5871684
15 Oct 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5871684 The complaint Mr B complains that Curve UK Limited trading as Curve failed to process a transaction that meant he was charged interest on his credit card account with a different provider. What happened Mr B asked Curve to process a transaction for an amount just under £5,50... (2 pages)View decision -
Decision Reference DRN-5856153
15 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5856153 The complaint Mrs L has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In summary: in 2022, Mrs L was called by scammers, who claimed they could help her exit from a timeshare agreement and get her some money ba... (3 pages)View decision