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 380824 results
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Decision Reference DRN-5859557
3 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5859557 The complaint Mr B complains about the service he received from Barclays Bank UK PLC (“Barclays”) when he applied for a loan. What happened Earlier this year Mr B applied to Barclays for a business loan. He’d had a business bank account with Barclays but no longer uses it, ... (5 pages)View decision -
Decision Reference DRN-5434514
3 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5434514 The complaint Mr B complains Nationwide Building Society provided him with an unaffordable overdraft facility, and shouldn’t have continued to provide it on the same terms. Mr B’s complaint has been referred to us by a professional representative, but for ease I’ll refer to... (5 pages)View decision -
Decision Reference DRN-5489399
3 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489399 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr M is represented, but for ease of reading I will refer to Mr M throug... (3 pages)View decision -
Decision Reference DRN-5661440
3 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5661440 The complaint Mrs K complains that Frasers Group Financial Services Limited trading as Frasers Plus (“Frasers Plus”) failed to help her set up an instalment plan for purchases she made using a credit facility she set up with them. Mrs K is also unhappy that they may have add... (3 pages)View decision -
Decision Reference DRN-5689608
3 Oct 2025 Insync Insurance Solutions Limited Not upheldInsuranceDRN-5689608 The complaint B complains that Insync Insurance Solutions Limited mis-sold it a commercial property insurance policy. What happened B took out a commercial property insurance policy via Insync in 2023. In 2024, B complained. It said it had been informed the policy Insync sol... (2 pages)View decision -
Decision Reference DRN-5857274
3 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5857274 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard unfairly refused to provide a detailed explanation or breakdown of the interest charges on his account. What happened Mr K is a customer of Barclaycard. After falling into persistent debt, Barclayc... (3 pages)View decision -
Decision Reference DRN-5858685
3 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5858685 The complaint Mr W complains about the quality of a car that was supplied through a hire purchase agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander). What happened The circumstances surrounding this complaint and my initial findings... (3 pages)View decision -
Decision Reference DRN-5795552
3 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5795552 The complaint Mr P complains about how MONEYBARN NO.1 LIMITED trading as Moneybarn (“Moneybarn”) dealt with the settlement of his loan agreement. What happened The background to this complaint is well-known to both parties, so I will only summarise the main points. In Octobe... (2 pages)View decision -
Decision Reference DRN-5859186
3 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5859186 The complaint Mr and Mrs J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) de... (4 pages)View decision -
Decision Reference DRN-5859337
3 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5859337 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (4 pages)View decision
