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-5923222
3 Nov 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5923222 The complaint Mr W complains that PSI-Pay Ltd (PSI) failed to refund two transactions he didn’t recognise. What happened Mr W held an account with PSI which included the use of a payment card. The card was secured with a personal identification number (PIN). Mr W has said th... (4 pages)View decision -
Decision Reference DRN-5915698
3 Nov 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5915698 The complaint Mr S complains about charges he was asked to pay by Volvo Car UK Limited (who I’ll call Volvo Car UK), when he returned a car he had been financing through an agreement with them. What happened The detailed background to this complaint is well known to both par... (3 pages)View decision -
Decision Reference DRN-5923139
3 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5923139 The complaint Mr K complains that U K Insurance Limited (UKI) refused to cover damage as part of an existing subsidence claim. What happened Mr K’s property is the subject of an ongoing subsidence claim being dealt with by UKI. That claim has been ongoing since 2003, but the... (4 pages)View decision -
Decision Reference DRN-5544511
3 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5544511 The complaint Mr H complains about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life policy he holds with them. He’s unhappy that he wasn’t made aware that the policy would be cancelled in the short term due to changes brought about after ... (3 pages)View decision -
Decision Reference DRN-5907837
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5907837 The complaint Mr W says NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘Nat West’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the card repayments. And that it didn’t ensure he wouldn’t face significant financial difficult... (3 pages)View decision -
Decision Reference DRN-5875677
3 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5875677 The complaint Mr M complains that when he asked Nationwide Building Society trading as The Mortgage Works (UK) Plc (“TMW”) to extend the term of his buy-to-let, interest-only mortgage, it said no. Mr M said TMW had failed to resolve concerns about commercial usage of the pro... (4 pages)View decision -
Decision Reference DRN-5730868
3 Nov 2025 Next Retail Limited Not upheldConsumer CreditDRN-5730868 The complaint Miss K complains that Next Retail Limited (Next) acted irresponsibly by agreeing to a credit facility she said she couldn’t afford What happened Around June 2023 Miss K applied for a revolving credit facility (catalogue account) with Next. Her application was s... (3 pages)View decision -
Decision Reference DRN-5880190
3 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5880190 The complaint Mrs K complains that Santander Consumer (UK) Plc will not agree to accept reduced payments on a finance agreement. What happened In May 2021 Mrs K entered into a five-year conditional sale agreement for a used car. She paid a deposit of £1,350 and borrowed the ... (2 pages)View decision -
Decision Reference DRN-5923145
3 Nov 2025 Auto Accept Finance Limited Not upheldConsumer CreditDRN-5923145 The complaint Ms W complains that a car she acquired through a hire purchase agreement financed by Auto Accept Finance Limited trading as AAF (‘AAF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I wil... (4 pages)View decision -
Decision Reference DRN-5827544
3 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5827544 The complaint Miss W complains that TSB Bank plc (“TSB”) failed to prevent transactions that resulted in a loss of funds. Miss W also says TSB unfairly closed her account. What happened Miss W explained that she used a gambling site that resulted in the loss of several thous... (4 pages)View decision
