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-5388767
16 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5388767 The complaint Mr A complains that Santander UK Plc didn’t protect him from an investment scam. Mr A is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr A in this decision. What happened Mr A explains that having recently sold h... (5 pages)View decision -
Decision Reference DRN-5601821
16 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5601821 The complaint Mr A complains that he has paid too much to settle a hire purchase arrangement with Volkswagen Financial Services (UK) Limited (“VWFS”). What happened On 23 December 2024 Mr A entered into a four year hire purchase agreement with VWFS. The terms of the agreemen... (2 pages)View decision -
Decision Reference DRN-5816122
16 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5816122 The complaint Mr E is unhappy that Nationwide Building Society wouldn’t offer him a new mortgage which resulted in him going to a new lender. He said that Nationwide has charged him an early repayment charge (ERC) when he redeemed his mortgage. He said due to personal extenu... (6 pages)View decision -
Decision Reference DRN-5779100
16 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5779100 The complaint Mrs S complains that Santander UK Plc (Santander) is refusing to refund her the amount she says she lost as the result of scams. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The ... (3 pages)View decision -
Decision Reference DRN-5488859
16 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5488859 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened On 11 April 2024 Mr C applied for a second loan with HSBC. The first was applied for earlier in the month and approved for £10,000. This loan was also approved for £10,000 to run... (3 pages)View decision -
Decision Reference DRN-5659065
16 Sep 2025 Conister Bank Limited Not upheldConsumer CreditDRN-5659065 The complaint Mr M complains that Conister Bank Limited (CBL) failed to properly analyse his financial circumstances prior to lending to him. Mr M is represented in this complaint by a professional representative but, for ease, I’ll refer to Mr M directly throughout my decis... (4 pages)View decision -
Decision Reference DRN-5810173
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5810173 The complaint Ms O complains that Revolut Ltd hasn’t reimbursed the money she’s lost to a scam. What happened Ms O has explained that she was actively looking for work in and around September 2023, when a recruiter, working for a company I’ll refer to as ‘P’, contacted her v... (5 pages)View decision -
Decision Reference DRN-5737323
16 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5737323 The complaint Mr R complains about a career development loan with Barclays Bank UK PLC (Barclays) and is unhappy that a default has been registered with credit reference agencies. Mr R believes the default should not have been added and would like the default removed and com... (3 pages)View decision -
Decision Reference DRN-5758206
16 Sep 2025 TSB Bank plc Not upheldConsumer CreditDRN-5758206 The complaint Mr R complains that TSB Bank plc is unfairly holding him liable for a £10,000 loan that he says he didn’t apply for. What happened On 9 November 2024, TSB received an online loan application using Mr R’s personal information. After carrying out checks on the ap... (3 pages)View decision -
Decision Reference DRN-5802648
16 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5802648 The complaint Ms W has complained that Tesco unfairly declined a claim she made under her car insurance policy. She says Teso provided a poor service and unfairly reduced her No Claims Discount (NCD). What happened Ms W bought a car insurance policy with the insurer Tesco in... (3 pages)View decision