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-5922250
3 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5922250 The complaint Mr V complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) unfairly reported his personal loan arrears to the Credit Reference Agencies (‘CRAs’), when they should have reported an arrangement. Mr V wants his credit file amen... (4 pages)View decision -
Decision Reference DRN-5920312
3 Nov 2025 AWP P&C S.A. Not upheldInsuranceDRN-5920312 The complaint Miss G and Mr K complain about how AWP P&C S.A. (‘AWP’) handled an emergency medical assistance claim under their travel insurance policy. All references to AWP include the agents appointed to administer claims and complaints on its behalf. What happened Mi... (4 pages)View decision -
Decision Reference DRN-5759998
3 Nov 2025 Metro Bank PLC UpheldMortgagesDRN-5759998 The complaint Mr and Mrs T complain that Metro Bank PLC misinformed them when they were porting their mortgage to a new property and it hasn’t refunded the full early repayment charge (ERC) they paid. What happened Mr and Mrs T’s interest-only mortgage with Metro was on a f... (4 pages)View decision -
Decision Reference DRN-5629883
3 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5629883 The complaint Mr E complains Starling Bank Limited unfairly restricted his account, failed to release his funds when they should have, and provided poor customer service. He wants compensation for the impact this had on him. What happened Mr E held an account with Starling B... (2 pages)View decision -
Decision Reference DRN-5423153
3 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5423153 The complaint Mrs R complains that PayPal UK Ltd declined to refund her losses when she had fallen victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary, in... (3 pages)View decision -
Decision Reference DRN-5622070
3 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5622070 The complaint With the help of a professional representative (PR), Mr C complains that Close Brothers Limited lent to him irresponsibly. For ease I’ll refer mainly to the actions of the PR as being those of Mr C. What happened Mr C entered into a Conditional Sale Agreement w... (3 pages)View decision -
Decision Reference DRN-5762729
3 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5762729 The complaint Mr L is unhappy with the information he was provided by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera) when he enquired about his exit options under a hire purchase agreement with them. When I refer to what Mr L and/or Alph... (5 pages)View decision -
Decision Reference DRN-5794149
3 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5794149 The complaint Mr R has complained about U K Insurance Limited’s (UKI) service following a claim he made on his motor insurance policy. Mr R’s policy carries the name of one of UKI’s trading brands. But as the underwriter of the policy UKI is responsible for claims decisions ... (4 pages)View decision -
Decision Reference DRN-5831198
3 Nov 2025 Swift 1st Limited Not upheldMortgagesDRN-5831198 The complaint Ms W complains about the way that Swift 1 st Limited trading as Swift Advances has administered a second charge loan. What happened In 2006, Ms W took out a secured second charge loan with Swift Advances. The loan was for £20,000 repayable over 15 years. In Apr... (4 pages)View decision -
Decision Reference DRN-5905324
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5905324 The complaint Mr H complains that Santander UK Plc (Santander) unnecessarily applied a temporary block to his account. This caused inconvenience and a delay in the dispatch of a debit card. What happened In August 2025, after Santander received mail back which they sent to ... (2 pages)View decision
