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-5836279
15 Oct 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5836279 The complaint E, a limited company, complains that The Mortgage Works (UK) Plc caused delays with a mortgage application. This resulted in costs and lost profit. E is represented by its director, who I’ll refer to as Mr W. Mr W asks for compensation for E’s direct and conseq... (4 pages)View decision -
Decision Reference DRN-5692623
15 Oct 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5692623 The complaint Mr S complains about the quality of a car he was supplied by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”). What happened Mr S acquired a used car through a conditional sale agreement with Santander in September 2024. He’s told... (3 pages)View decision -
Decision Reference DRN-5592307
15 Oct 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5592307 The complaint Mr N complains that the car he acquired through Marsh Finance Limited (“Marsh”) wasn’t of satisfactory quality. He wants Marsh to accept his rejection of the car and to cover his costs in hiring a temporary replacement. What happened Mr N entered into a hire pu... (4 pages)View decision -
Decision Reference DRN-5872441
15 Oct 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5872441 Complaint Mr W has complained about personal loans which Lloyds Bank PLC (“Lloyds”) provided to him. He’s said that these loans were unaffordable and shouldn’t have been provided to him. Background Mr W was provided with a total of six loans by Lloyds. His loan history is a... (8 pages)View decision -
Decision Reference DRN-5860673
15 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5860673 The complaint Mr M complains that a car which he took on hire purchase from Zopa Bank Limited was not of satisfactory quality and that it has not done enough to rectify the situation. What happened In July 2024 Mr M entered into a five-year hire purchase agreement with Zopa ... (2 pages)View decision -
Decision Reference DRN-5883725
15 Oct 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5883725 The complaint Mr S complains that Gain Credit LLC, trading as Drafty, lent to him irresponsibly. What happened In March 2024, Drafty agreed to provide a line of credit to Mr S; he was given a limit of £810. The following year, in January 2025, Mr S complained to Drafty and ... (5 pages)View decision -
Decision Reference DRN-5878719
15 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5878719 The complaint Mr S complains that U K Insurance Limited (UKI) told him it would only communicate with him by email. He’s also unhappy with UKI’s service in online chats. Our contact with Mr S has been via his representative. But for simplicity I will refer to comments to an... (4 pages)View decision -
Decision Reference DRN-5312614
15 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312614 The complaint Mrs R is complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs R fell victim to a cruel investment scam. After deciding she wanted to invest in cryptocurrency, she found the scam company o... (6 pages)View decision -
Decision Reference DRN-5686474
15 Oct 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5686474 The complaint Mr N complains about the way Kensington Mortgage Company Limited trading as Acenden handled his mortgage account and that it failed to provide copies of key documents. Mr N asks that Acenden’s handling of the mortgage is investigated and it’s ordered to disclos... (3 pages)View decision -
Decision Reference DRN-5665313
15 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5665313 The complaint Mr T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants to be refunded all interest and charges on the loan and for RateSetter to review and reform its lending practices. What happened Mr T was provided with a ... (3 pages)View decision