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 401363 results
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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 -
Decision Reference DRN-5907461
3 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5907461 The complaint Mr H says Vanquis Bank Limited (‘Vanquis’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that if it had made better checks it would have seen he was in financial diffi... (4 pages)View decision -
Decision Reference DRN-5921236
3 Nov 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5921236 The complaint Mrs M complains about the quality of a car she has been financing through an agreement with FIRST RESPONSE FINANCE LIMITED (‘First Response’). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (3 pages)View decision -
Decision Reference DRN-5850519
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5850519 The complaint Miss A complains about Santander UK Plc’s handling of her current account, specifically in this case, the interest applied to her overdraft. What happened Miss A has had a current account with Santander since 2016. It was initially a student account which meant... (2 pages)View decision -
Decision Reference DRN-5725163
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5725163 The complaint Mr L is unhappy that Accredited Insurance (Europe) Ltd voided his home insurance policy due to misrepresentation. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events.... (4 pages)View decision -
Decision Reference DRN-5805440
3 Nov 2025 Vitality Life Limited Not upheldInsuranceDRN-5805440 The complaint Ms A has complained that Vitality Life Limited unfairly declined her critical illness claim and said it would avoid her policy. What happened In November 2024 Ms A bought a life with serious illness policy underwritten by Vitality Life through a price compariso... (5 pages)View decision