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 400695 results
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Decision Reference DRN-5857687
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5857687 The complaint Mr K, a sole trader, is unhappy that National Westminster Bank Public Limited Company (“NatWest”) won’t accept reduced payments on his Bounce Back Loan (“BBL”). What happened In August 2020, Mr K successfully applied to NatWest for a £50,000 BBL and received th... (2 pages)View decision -
Decision Reference DRN-5886558
6 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5886558 The complaint Miss U complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened Miss U took receipt of a used car in September 2023. She financed the deal through a hire purchase agreement with Mot... (2 pages)View decision -
Decision Reference DRN-5900004
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5900004 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr G was approved for a Virgin Money credit card in November 2022 with a £12,500 credit limit. He says he applied for this credit card through a third party... (3 pages)View decision -
Decision Reference DRN-5928619
6 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5928619 The complaint Mr B complains that Santander Plc UK didn’t do enough to help him when he told it about a dispute he had with a merchant, over services paid for using his Santander credit card. What happened The complaint originates from some extremely sad circumstances invol... (7 pages)View decision -
Decision Reference DRN-5773235
6 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5773235 The complaint Mrs P complains about the price Pinnacle Insurance Limited charged for her pet insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. O... (2 pages)View decision -
Decision Reference DRN-5930661
6 Nov 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5930661 The complaint P, a company, complains that THE CO-OPERATIVE BANK P.L.C. reversed a refund for a disputed direct debit payment. The complaint is made by Miss P, as a director of P. What happened On 17 February 2025, P’s phone provider, B, claimed a direct debit payment of ove... (3 pages)View decision -
Decision Reference DRN-5865553
6 Nov 2025 Lendable Ltd UpheldConsumer CreditDRN-5865553 The complaint Mr J is unhappy with the car supplied under the hire purchase agreement with Lendable Ltd trading as Autolend (Autolend). When I refer to what Mr J and Autolend have said or did, it should also be taken to include things said or done on their behalf. What hap... (6 pages)View decision -
Decision Reference DRN-5927564
6 Nov 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5927564 The complaint Mr S and Miss P complain about how The Royal Bank of Scotland Plc, trading as The One Account, has treated them since it agreed to extend their mortgage term in 2022. They say RBS unfairly instructed solicitors and put pressure on them to pay more, despite them... (7 pages)View decision -
Decision Reference DRN-5904688
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5904688 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him. What happened Mr H was approved for a Barclaycard account in March 2019, with a £8,800 credit limit. Mr H says that this was irresponsibly lent to him, and he made a comp... (2 pages)View decision -
Decision Reference DRN-5931551
6 Nov 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5931551 The complaint Miss W complains Propel Holdings (UK) Limited trading as Quidmarket irresponsibly lent to her. What happened Miss W took four loans with Quidmarket as follows: Loan No. Loan Amount Agreement date Repayment date Term (months) Monthly repayment 1 £30023/04/2022 ... (5 pages)View decision