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 401363 results
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Decision Reference DRN-5805716
12 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5805716 The complaint Mr E complains (‘Santander’), hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Santander should reimburse him for the money he lost. Mr E has brought the complaint with the assistance of a profession... (8 pages)View decision -
Decision Reference DRN-5938864
12 Dec 2025 CARNWYLLON WEALTH MANAGEMENT LIMITED UpheldInvestmentsDRN-5938864 The complaint The estate of Mrs M, represented by a claims management company (CMC), complains that Mrs M was provided with unsuitable investment advice by Carnwyllon Wealth Management Limited and, further, it failed to provide an ongoing advice service as agreed and for whi... (7 pages)View decision -
Decision Reference DRN-5801505
12 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801505 The complaint Mr S complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t treated him fairly in relation to two overdraft accounts. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In s... (3 pages)View decision -
Decision Reference DRN-6018937
12 Dec 2025 BUPA Insurance Limited Not upheldInsuranceDRN-6018937 The complaint Miss C complains that BUPA Insurance Limited declined to continue to cover a claim under her private medical insurance policy. She also complained about the service she had received. What happened The background to this complaint is well known to the parties, s... (3 pages)View decision -
Decision Reference DRN-5985931
12 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5985931 The complaint Mr S complains about the quality of a car supplied to him by Startline Motor Finance Limited (“SMF”). What happened Mr S entered into a hire purchase agreement in March 2024 for the supply of a used car. The car was around six years old and had covered a little... (4 pages)View decision -
Decision Reference DRN-5686698
12 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5686698 The complaint Mr and Mrs P complain that HSBC UK Bank Plc trading as first direct bank (‘First Direct’) won’t reimburse the money they lost to an investment scam. They’re represented by a Claims Management Company. For simplicity, I’ll refer to Mr and Mrs P throughout this d... (5 pages)View decision -
Decision Reference DRN-5759528
12 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5759528 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money unfairly applied interest and fees to his credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a summary, Mr W hold... (3 pages)View decision -
Decision Reference DRN-5655697
12 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5655697 The complaint Mr M complains that a car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened On 12 March 2020 Mr M acquired a new car financed through a conditional sale agreement with Santan... (3 pages)View decision -
Decision Reference DRN-4591027
12 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4591027 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5963265
12 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5963265 The complaint Mr P is unhappy that the vehicle supplied to him under his hire purchase agreement with FIRST RESPONSE FINANCE LIMITED was overpriced, and that this was misrepresented to him. What happened In September 2023, Mr P was supplied with a used car through a hire pu... (3 pages)View decision