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 400694 results
-
Decision Reference DRN-5876788
23 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5876788 The complaint Mr S complains that Bank of Scotland (“BoS”) acted irresponsibly when it granted him an overdraft and subsequent increase and failed to consider patterns of reliance on debt and hardcore borrowing What happened Mr S has held a current account with BoS for a num... (5 pages)View decision -
Decision Reference DRN-5400296
23 Oct 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5400296 The complaint Mr L is unhappy that New Wave Capital Limited trading as “Capital on Tap” is pursuing him for the repayment of a debt under a personal guarantee he’s said he didn’t agree to. What happened Mr L was the director and owner of a limited company – “L”. in October ... (3 pages)View decision -
Decision Reference DRN-5871516
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5871516 The complaint Mrs N complains that Barclays Bank UK PLC refused to pursue her chargeback request. What happened Mrs N purchased a piece of furniture from a merchant at a cost of £269.21. She paid this in instalments using an intermediary I will call C. She made four payment... (2 pages)View decision -
Decision Reference DRN-5779541
23 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5779541 The complaint Mrs P is complaining about Aviva Insurance Limited’s (Aviva) decision to settle a claim she made under her car insurance policy as a fault claim, and she is unhappy that it hasn’t refunded her excess. What happened Mrs P’s car was damaged in an accident with a... (4 pages)View decision -
Decision Reference DRN-5878400
23 Oct 2025 Black Horse Limited UpheldConsumer CreditDRN-5878400 The complaint Ms D, who is represented by her partner, complains that Black Horse Limited has not agreed to suitable recompense for a faulty car. What happened In December 2023 Ms D purchased a second-hand car at a cost of £9,000 funded by a deposit of £100 and the balance b... (5 pages)View decision -
Decision Reference DRN-5888313
23 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5888313 The complaint Mr K and X complain about how Santander UK Plc has applied an early repayment charge to their mortgage. What happened In 2014 Mr K and X took a mortgage with Santander. They borrowed £255,000 on part interest only and part repayment terms over 14 years. Their i... (6 pages)View decision -
Decision Reference DRN-5882049
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5882049 The complaint Mr W says NewDay Ltd trading as Marbles (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that if NewDay had made better checks it would have seen that he ... (3 pages)View decision -
Decision Reference DRN-5811081
23 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5811081 The complaint Ms C complains Intact Insurance UK Limited (“Intact”) has unfairly declined to cover her claims on her contents insurance policy in full. She’s also unhappy with the service it provided as she says she spent a great deal of time going back and forth with Intact... (4 pages)View decision -
Decision Reference DRN-5893527
23 Oct 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5893527 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. Mr R has been represented during the claim and complaint proce... (4 pages)View decision -
Decision Reference DRN-5729565
23 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5729565 The complaint Mrs K and Mr M complain about the way U K Insurance Limited trading as Direct Line (UKI) handled an escape of water claim under a buildings insurance policy. Mr M has brought the complaint to our Service, so for ease of reading, I’ll refer to Mr M throughout my... (2 pages)View decision