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 381082 results
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Decision Reference DRN-5802052
8 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802052 The complaint Mr C complains that NewDay Ltd (“NewDay”) lent to him irresponsibly when it provided him with a credit card account and subsequent credit limit increases. What happened Mr C applied for a credit card with NewDay on 6 May 2022. NewDay approved a BIP credit card... (4 pages)View decision -
Decision Reference DRN-5845535
8 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5845535 The complaint Mr A is unhappy that Santander UK Plc failed to sufficiently intervene causing him to fall victim to what he argues was an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both parties and so I will n... (2 pages)View decision -
Decision Reference DRN-5670103
8 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5670103 The complaint Mr A complains that Santander UK Plc wouldn’t apply a reduced interest rate to his mortgage. What happened Mr A has a mortgage with Santander. It’s a joint mortgage, but the relationship between the borrowers has broken down and Mr A isn’t living in the mortgag... (3 pages)View decision -
Decision Reference DRN-5336235
8 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5336235 The complaint Mr J complains that Bank of Scotland plc trading as Halifax won’t reimburse him for payments he lost to a scam. Mr J’s complaint is brought by a professional representative but for ease I will refer only to Mr J in this decision. What happened The detailed back... (3 pages)View decision -
Decision Reference DRN-5814172
8 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5814172 The complaint Mr C complains about charges he was asked to pay by Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Financial Services (‘MBFS’) after he returned a car he had been hiring through a finance agreement with them. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5663968
8 Oct 2025 Wakam Not upheldInsuranceDRN-5663968 The complaint Miss C’s complaint is about the cancellation of her pet insurance policy by Wakam. Miss C says Wakam treated her unfairly. What happened Miss C took out pet insurance with Wakam in 2020 and renewed her policy each year. In January 2025 Miss C discovered her dir... (3 pages)View decision -
Decision Reference DRN-5717547
8 Oct 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5717547 The complaint Miss P complains that Astrenska Insurance Limited’s agent damaged her car when making a repair under her roadside assistance insurance policy. She wants it to repair her car and compensate her for the time she has spent resolving this matter. What happened Mis... (3 pages)View decision -
Decision Reference DRN-5686539
8 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5686539 The complaint Mr N complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest. What happened Mr N was provided with two loans by 118 118 Money, t... (4 pages)View decision -
Decision Reference DRN-5625590
8 Oct 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5625590 The complaint Mr O complained that his storm claim was unfairly declined by Acromas Insurance Company Limited (“Acromas”) under his home insurance policy. What happened Mr O’s property was damaged in high winds following a weather warning from the Met Office. The wind caused... (3 pages)View decision -
Decision Reference DRN-5799705
8 Oct 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5799705 The complaint Mr S complains that Barclays Bank UK PLC recorded incorrect information on his credit file in respect of his mortgage. What happened Mr S had an interest only mortgage with Barclays. The term was due to end in May 2024. Mr S agreed with Barclays for the term to... (3 pages)View decision
