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 393318 results
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Decision Reference DRN-5697330
18 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5697330 The complaint Mr G’s complaint is that Stellantis Financial Services UK Limited irresponsibly provided him with an unaffordable hire purchase agreement. What happened Stellantis (at the time PSA Finance UK Limited) approved Mr G for a hire purchase agreement with the followi... (4 pages)View decision -
Decision Reference DRN-5760540
18 Aug 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5760540 The complaint Mr V complains about the way that Landmark Mortgages Limited has administered his mortgage. What happened In 2006, Mr V took out a mortgage with Northern Rock. He borrowed around £190,000 on an interest only basis over a term of 23 years. The mortgage was on an... (15 pages)View decision -
Decision Reference DRN-5573874
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5573874 The complaint Mrs M has complained Santander UK plc won’t refund £20,000 she lost as the result of a scam. What happened After being told by friends who’d invested in foreign exchange trading through a company (who I’ll call B), Mrs M spoke to a representative of B. She, and... (3 pages)View decision -
Decision Reference DRN-5760235
18 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5760235 The complaint Miss P complains about lack of communication from MotoNovo Finance Limited (MotoNovo) when she was trying to set up a payment plan. She would like more compensation than the £250 MotoNovo has offered. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-5396655
18 Aug 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5396655 The complaint Mr K complains Trading 212 UK Limited restricted his account because of the changes they made to their customer identity verification process which unfairly prevented him from accessing his funds in his trading accounts. What happened Mr K held a trading accou... (3 pages)View decision -
Decision Reference DRN-5680615
18 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680615 The complaint Mr R complains that he checked his eligibility for a credit card from Clydesdale Bank Plc trading as Virgin Money on two different websites but received different results on each site. He wants to know which result is correct. What happened Mr R checked his eli... (2 pages)View decision -
Decision Reference DRN-5727109
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727109 The complaint Mr H complains about the service received from Revolut Ltd (“Revolut”) following the closure of his account with it. In particular, he is unhappy with the time it took for him to receive funds credited to his account after it was closed from Revolut. What happe... (3 pages)View decision -
Decision Reference DRN-5598775
18 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5598775 The complaint Ms M has complained that AWP P&C S.A. (AWP) unfairly declined a claim under her bicycle insurance policy. What happened Ms M contacted AWP to make a claim when her bike was stolen. AWP assessed the claim and declined it. It said Ms M hadn’t complied with t... (3 pages)View decision -
Decision Reference DRN-5725198
18 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5725198 The complaint Miss K is complaining about Starling Bank Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a series of investment-linked scams. Between November 2023 and April 2024, she made nearly 20 payment... (3 pages)View decision -
Decision Reference DRN-5598795
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5598795 The complaint Ms F and Mrs F have complained Santander UK plc did nothing to stop one of Mrs F’s daughters withdrawing more than £45,000 from the savings account from 2023-24. What happened Mrs F, who is now more than 90 years old, opened a savings account in May 1992 with o... (3 pages)View decision