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 381196 results
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Decision Reference DRN-5923822
3 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5923822 The complaint Mr and Mrs S complained that U K Insurance Limited (“UKI”) unfairly recorded a claim against Mr S’s home buildings insurance policy. I’ll refer to Mr S for ease. What happened In November 2024 Mr S said he contacted UKI to establish if he was covered for the d... (4 pages)View decision -
Decision Reference DRN-5923883
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5923883 The complaint Mrs S complains about the service she received from Santander UK Plc when she had problems accessing her account online. Mrs S is represented by her husband in bringing this complaint, but for ease of reading I’ll refer to Mrs S throughout this decision. What... (4 pages)View decision -
Decision Reference DRN-5791529
3 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5791529 The complaint Mrs P has dealt with all the details throughout so I will refer only to her throughout this decision. Mrs P is unhappy with Nationwide Building Society. Mrs P raised a complaint on the Nationwide app. On her complaint form to this service Mrs P referred to: ... (6 pages)View decision -
Decision Reference DRN-5441293
3 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441293 The complaint Mr W complains that NewDay Ltd (“NewDay”) lent to him irresponsibly when it provided him with a credit card account and subsequent credit limit increases. For ease of reference, I will refer to Mr W when referring to both him and his representative. What happ... (3 pages)View decision -
Decision Reference DRN-5668178
3 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5668178 The complaint Mrs T has complained that MotoNovo Finance Limited mis-sold her a finance agreement. What happened Mrs T entered into a finance agreement with MotoNovo. But, she’s explained that it was mis- sold to her, as she believed she was entering into a hire purchase (‘H... (4 pages)View decision -
Decision Reference DRN-5923616
3 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5923616 The complaint Mrs C is unhappy that HSBC UK Bank Plc provided misleading information about how interest applies to her credit account when a balance transfer balance is present. What happened Mrs C has a HSBC credit account on which she had two balance transfers, both of whi... (3 pages)View decision -
Decision Reference DRN-5904095
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5904095 The complaint Mr L complains that Monzo Bank Ltd (Monzo) has treated him unfairly about disputes raised for transactions made on his debit card for goods. What happened On 17 March 2025, Mr L purchased an item from a merchant who I’ll call A. The item was described as follow... (3 pages)View decision -
Decision Reference DRN-5921534
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5921534 The complaint The estate of Ms G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY allowed Ms G to retain substantial funds in a non-interest bearing account, without advising her of alternatives. The complaint is made by Ms G1 as an executor of Ms G’s estate. ... (3 pages)View decision -
Decision Reference DRN-5883540
3 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5883540 The complaint Mrs T complains that the car she acquired through BMW FINANCIAL SERVICES (GB) LIMITED, trading as Alphera Financial Services (“BMW”), wasn’t of satisfactory quality. She wants to reject the car and cancel the finance agreement. Mrs T is represented in her comp... (4 pages)View decision -
Decision Reference DRN-5884285
3 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5884285 The complaint Mr G complains that Bank of Scotland plc, trading as Birmingham Midshires (BM), wrongly obtained an order for possession of his property. The arrears on his mortgage had been repaid before the court hearing and Mr G says the possession order resulted in the los... (4 pages)View decision
