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 374385 results
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Decision Reference DRN-5495134
11 Aug 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5495134 The complaint Mrs B has complained about charges applied by LEASYS UK LTD at the end of her car hire agreement. What happened Mrs B had a car hire agreement with Leasys. At the end of the agreement, when she returned the car, Leasys charged her for damage and missing service... (5 pages)View decision -
Decision Reference DRN-5601792
11 Aug 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5601792 The complaint Mr G complains that Sainsbury’s Bank Plc mishandled his motor insurance. What happened Mr G had a car or multi-purpose vehicle that had first been registered in about 2009. Sainsbury’s Bank is an insurance intermediary or broker. Mr G had nine or more years’... (4 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-5122604
11 Aug 2025 GP3 Financial Solutions Ltd Not upheldPensions and AnnuitiesDRN-5122604 The complaint Mr P complains about the advice by GP3 Financial Solutions Ltd (GP3) in March 2024 to rebalance the investment strategy in his pension. Mr P says the adviser knew he wasn’t in the right space to make large financial decisions. Mr P said he had also made it clea... (4 pages)View decision -
Decision Reference DRN-5745951
11 Aug 2025 NRAM Limited Not upheldMortgagesDRN-5745951 The complaint Mrs B is unhappy with the actions of NRAM Limited for several reasons. She said she never consented to the transfer of her buy to let mortgage to NRAM. Mrs B is also unhappy with the interest rate she has been charged and believes that NRAM have made her a mort... (3 pages)View decision -
Decision Reference DRN-5740991
11 Aug 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5740991 The complaint Mr C complains that Shawbrook Bank Limited refused to update his nominated bank account without using a third-party service which he feels uncomfortable about. Mr C wants Shawbrook to accept alternative proof as other financial institutions have done. What happ... (3 pages)View decision -
Decision Reference DRN-5259951
11 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5259951 The complaint Mr R has complained that Santander UK Plc unfairly failed to refund him for a car he bought at auction, which he’s explained wasn’t of satisfactory quality. What happened In November 2023, Mr R bought a used car via an online auction. When he collected the car,... (2 pages)View decision -
Decision Reference DRN-5483576
11 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5483576 Complaint Mr R complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said suitable affordability checks weren’t carried out prior to the application and he was lent to despite suffering from a poor credit hist... (4 pages)View decision -
Decision Reference DRN-5672678
11 Aug 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5672678 The complaint Mr R complains that Bank of Ireland (UK) Plc was irresponsible in its lending to him. What happened Mr R was provided with a £14,900 loan by Bank of Ireland in August 2019. The loan term was 84 months and Mr R was required to make monthly repayments of £271.75.... (3 pages)View decision -
Decision Reference DRN-5717934
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5717934 The complaint Mr M complains about a claim he made to Nationwide Building Society (‘Nationwide’). What happened The background is well known to both parties, so I’ll only summarise it here. In early 2023, Mr M purchased a garden office (referred to as a ‘cabin’) for a tota... (4 pages)View decision
