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 393318 results
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Decision Reference DRN-5786076
15 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5786076 The complaint Mr L and Mrs K have complained about their home insurer INTACT INSURANCE UK LIMITED, regarding a claim they made when their home suffered subsidence in 2022. It is mainly Mr L who has dealt with the claim and complaint. For ease of reading, I’ll refer mainly t... (5 pages)View decision -
Decision Reference DRN-5850152
15 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5850152 The complaint Mr A, who is represented by a third party, complains that Barclays Bank UK PLC, trading as Tesco Bank (‘Tesco Bank’), irresponsibly agreed to give him a credit card account he says he couldn’t afford to repay. What happened In March 2020 Mr A was accepted for ... (3 pages)View decision -
Decision Reference DRN-5638485
15 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5638485 The complaint Mr W complains Creation Consumer Finance Ltd (Creation) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr W entered into a credit agreement with Creation in ... (4 pages)View decision -
Decision Reference DRN-5357534
15 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5357534 The complaint Miss E complains that Santander UK Plc won’t reimburse her after she fell victim to a safe account scam. What happened The circumstances of this complaint have been covered in detail already by our investigator so I won’t repeat them in full here. But briefly, ... (3 pages)View decision -
Decision Reference DRN-5777695
15 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5777695 The complaint Mr M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost in what he’s described as a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise wha... (5 pages)View decision -
Decision Reference DRN-5863860
15 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5863860 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property. As a result they had to pay an early repayment charge (ERC) along with a higher interest rate on their new mortgage. What happe... (6 pages)View decision -
Decision Reference DRN-5853331
15 Oct 2025 OneSavings Bank Plc UpheldBanking and PaymentsDRN-5853331 The complaint Mr J complains about OneSavings Bank Plc’s (trading as Kent Reliance) technical issues, which meant he wasn’t able to fund an ISA (individual savings account) before the end of the 2024/2025 tax year. What happened Mr J travelled to a Kent Reliance branch on 3... (3 pages)View decision -
Decision Reference DRN-5703737
15 Oct 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5703737 The complaint Mrs K complains that Gain Credit LLC trading as Drafty (“Drafty”) didn’t fully explain the terms of a line of credit it provided her especially in relation to the interest rates and the total amount payable. Mrs K has also complained that Drafty were irresponsi... (3 pages)View decision -
Decision Reference DRN-5551697
15 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5551697 The complaint Mr H is unhappy that MBNA Limited hasn’t refunded him money he lost to what he believes was a scam. He thinks MBNA should have raised a chargeback. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail ... (3 pages)View decision -
Decision Reference DRN-5756549
15 Oct 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5756549 The complaint J, a limited company, complains that OneSavings Bank Plc trading as Kent Reliance was unfair to appoint receivers in relation to its buy to let mortgages. J’s directors, who I’ll refer to as Mr and Mrs J, have brought this complaint on J’s behalf. Mr and Mrs J ... (3 pages)View decision