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 381082 results
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Decision Reference DRN-5780557
20 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5780557 The complaint Mr W complains about the problems he experienced when making faster online payments and the service he received from Bank of Scotland plc (“BOS”) when he raised this with it. What happened Mr W attempted to make two £500 faster online payments to a building soc... (3 pages)View decision -
Decision Reference DRN-5887775
20 Oct 2025 esure Insurance Limited Not upheldInsuranceDRN-5887775 The complaint Mr and Mrs G complain that esure Insurance Limited hasn’t settled a claim in full under their home insurance policy. What happened Esure approved Mr and Mrs G’s claim for a damaged kitchen top, but it said the undamaged kitchen top wasn’t covered by the policy... (2 pages)View decision -
Decision Reference DRN-5836261
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5836261 The complaint Mr M complains that Santander UK Plc blocked his account causing him inconvenience. Mr M would like to have full access to his account restored. What happened Mr M opened an account with Santander in April 2025 and soon afterwards Santander recorded alerts on ... (3 pages)View decision -
Decision Reference DRN-5870960
20 Oct 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5870960 The complaint Mr M complains that Advantage Finance Ltd provided him with an unaffordable hire purchase (“HP”) agreement and terminated it early causing distress. What happened In August 2023 Mr M acquired a car funded by a HP agreement with Advantages. The car was some eigh... (3 pages)View decision -
Decision Reference DRN-5646817
20 Oct 2025 LRUK (RETAIL) LIMITED Not upheldConsumer CreditDRN-5646817 The complaint LRUK (RETAIL) Limited trading as La Redoute provided Miss M with a catalogue account. She says the credit was provided irresponsibly. What happened Miss M complains about the lending decisions below: Date Event Credit limit June 2017 Account opening £110Novem... (2 pages)View decision -
Decision Reference DRN-5892277
20 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5892277 The complaint Mr N complains that NewDay trading as Aqua have irresponsibly lent to him. What happened Mr N was approved for an Aqua credit card in November 2013 with a £250 credit limit. I have detailed the credit limit changes below: February 2017 £250 to £550 December 201... (6 pages)View decision -
Decision Reference DRN-5761782
20 Oct 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5761782 Complaint Miss A has complained about a loan Admiral Financial Services Limited (trading as “Admiral Money”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Admiral Money provided Miss A with a loan for £8,000.00 in J... (3 pages)View decision -
Decision Reference DRN-5608441
20 Oct 2025 JN Bank UK Ltd Not upheldConsumer CreditDRN-5608441 The complaint Miss G complains that JN Bank UK Ltd lent to her irresponsibly. What happened Miss G applied for – and was given – a loan with JN Bank. The loan was to consolidate other debts and was agreed on the following terms: Date Amount Term Monthly repayment Total paya... (3 pages)View decision -
Decision Reference DRN-5753265
20 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5753265 The complaint Mr and Mrs M complain that the correspondence address for their mortgage with Santander UK plc was changed fraudulently. They’re also unhappy with the way Santander dealt with their complaint. What happened Mr and Mrs M have a mortgage with Santander. In Octobe... (2 pages)View decision -
Decision Reference DRN-5892281
20 Oct 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5892281 The complaint Mr J complains about a car supplied to him using a hire purchase agreement taken out with Secure Trust Bank PLC trading as Moneyway (“Moneyway”). What happened In September 2024, Mr J signed a hire purchase agreement with Moneyway to acquire a used car, which ... (5 pages)View decision
