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 392389 results
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Decision Reference DRN-5814973
17 Sep 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5814973 The complaint Mr A’s complaint relates to a mortgage with The Mortgage Business Plc (TMB). He has raised several issues about the sale and administration of the mortgage, and the subsequent legal action TMB took: • TMB sold him an unregulated mortgage. • Concerns about the s... (4 pages)View decision -
Decision Reference DRN-5780672
17 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5780672 The complaint Miss P is complaining that Barclays Bank UK PLC trading as Barclaycard (Barclays) didn’t agree the repayment plan she offered and unfairly defaulted her account. What happened Miss P took out a credit card with Barclays in 2009, on the whole this was managed w... (3 pages)View decision -
Decision Reference DRN-5564680
17 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5564680 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she lost after falling victim to a scam. What happened In 2024, Miss H had recently graduated and was looking for a way to earn additional money to suppor... (6 pages)View decision -
Decision Reference DRN-5776977
17 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5776977 The complaint Mr W complains Liverpool Victoria Insurance Company Limited (LV) settled a claim on his motor insurance policy without his permission. And after his policy was cancelled, it unfairly charged him for the remaining term of the policy and passed an outstanding amo... (3 pages)View decision -
Decision Reference DRN-5600199
17 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5600199 The complaint Mr S and Mr M’s complaint is about a mortgage they have with Barclays Bank UK PLC. They are dissatisfied with the communication and service surrounding the booking of a new interest rate product. What happened Mr S and Mr M took out their joint mortgage in 2019... (3 pages)View decision -
Decision Reference DRN-5612918
17 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5612918 The complaint Mr T complains U K Insurance Limited (UKI) Trading as Direct Line has unfairly charged a cancellation fee when he cancelled his commercial property insurance policy. What happened Mr T had a commercial property insurance policy on a property he owned. The polic... (2 pages)View decision -
Decision Reference DRN-5819885
16 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5819885 The complaint Mr H complains that CA Auto Finance UK Limited has terminated the hire purchase agreement under which a car was supplied to him and hasn’t treated him fairly. What happened A used car was supplied to Mr H in March 2024 under a hire purchase agreement with CA Au... (3 pages)View decision -
Decision Reference DRN-5658129
16 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5658129 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Bank of Scotland plc, trading as Halifax, wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a hire purchase agreement with Halifax that he ... (3 pages)View decision -
Decision Reference DRN-5769397
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5769397 The complaint Miss F is unhappy Santander UK Plc will not refund the money she lost as the result of an APP (authorised push payment) scam. Miss F brought her complaint to this service through a representative. For ease of reading, I will refer solely to Miss F in this decis... (4 pages)View decision -
Decision Reference DRN-5790850
16 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5790850 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (RCI) is of unsatisfactory quality. What happened In August 2023, Mr M entered into a hire purchase agreement wi... (3 pages)View decision