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-5731761
29 Sep 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5731761 The complaint Mr R complains that Ald Automotive Limited overcharged him for excess mileage What happened Mr R was supplied with a car and entered into an agreement with Ald Automotive. The initial contract mileage was 24,000, 8000 per annum for a 36 month term. In June 2023... (2 pages)View decision -
Decision Reference DRN-5538424
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5538424 The complaint Miss C complains Nationwide Building Society unfairly closed her accounts. What happened Miss C held a Nationwide FlexDirect account and an Easy Access Saver account. On 2 April 2024 Nationwide informed Miss C that it had placed restrictions on her accounts. ... (3 pages)View decision -
Decision Reference DRN-5666811
29 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5666811 The complaint Ms K complains Santander Consumer (UK) Plc mis-sold a conditional sale agreement because it failed to adequately explain the extra products which she purchased. What happened In September 2022 Ms K ordered a new car financed through a conditional sale agreement... (4 pages)View decision -
Decision Reference DRN-5843003
29 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5843003 The complaint Mr G has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), acted unfairly and unreasonably by being a party to an unfair debtor-creditor relationship with him under s.140A of the Consumer Credit Act 1984 (“CCA”)... (4 pages)View decision -
Decision Reference DRN-5755097
29 Sep 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5755097 The complaint Mr F complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) unfairly reduced the Transfer Value (TV) of his policies, leading to him receiving a lower annuity than he would’ve done with his new provider. Mr F feels that it should’ve tran... (5 pages)View decision -
Decision Reference DRN-5532378
29 Sep 2025 HCC International Insurance Company Plc Not upheldInsuranceDRN-5532378 The complaint Mr H, and a limited company who I’ll refer to as ‘B’, complain that HCC International Insurance Company Plc trading as Tokio Marine HCC (‘HCC’) unfairly declined a storm damage claim made under their property insurance policy. Mr H is a director of B and bring... (3 pages)View decision -
Decision Reference DRN-5759651
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5759651 The complaint Mr P complains that Nationwide Building Society won’t refund money he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr P fell victim to an impersonation scam in Augus... (4 pages)View decision -
Decision Reference DRN-5497304
29 Sep 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5497304 The complaint Mr E, represented by a claims management company (CMC), complains that St. James's Place Wealth Management Plc (“SJP”) provided unsuitable investment advice to open a stocks and shares ISA, then later transfer another cash ISA to it. (An additional complai... (4 pages)View decision -
Decision Reference DRN-5727287
29 Sep 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5727287 The complaint Ms T complains about the way Lex Autolease Ltd (“Lex Autolease”) extended her hire agreement. What happened In March 2021 Ms T acquired a car financed through a hire agreement with Lex Autolease. The hire period was for 48 months and due to end in March 2025. I... (3 pages)View decision -
Decision Reference DRN-5412392
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5412392 The complaint Miss C has complained about TSB Bank plc not refunding several payments she says she made and lost to an authorised push payment (APP) scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat ... (3 pages)View decision