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-5456207
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5456207 The complaint Mr S complains about the actions of National Westminster Bank Public Limited Company (‘NatWest’). What happened Mr S told us: • In July 2019, his limited company, which I’ll call ‘V’, took out a loan with NatWest and he was added as a guarantor. • In 2022, t... (3 pages)View decision -
Decision Reference DRN-5858049
20 Oct 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5858049 The complaint Mr and Mrs C complain that Mortgage Advice Bureau Limited (MAB) mis-sold them a mortgage. What happened In 2019 Mr and Mrs C approached MAB for advice about a mortgage to help them buy a new property. MAB arranged a repayment mortgage with a lender I’ll call P,... (3 pages)View decision -
Decision Reference DRN-5575116
20 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5575116 The complaint Santander UK Plc provided Mrs C with a credit card in November 2021. It had a credit limit of £2,700. Mrs C says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-5822196
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5822196 The complaint Ms J complains that National Westminster Bank Public Limited Company lent to her irresponsibly. What happened Ms J has had an overdraft on her current account with NatWest since 2005. It started as a student account and was interest free until it was transferre... (3 pages)View decision -
Decision Reference DRN-5829397
20 Oct 2025 Travelers Insurance Company Limited Not upheldInsuranceDRN-5829397 The complaint Mr C complains that Travelers Insurance Company Limited (‘Travelers’) unfairly declined his claim made on his marine insurance policy after his jet skis were stolen. What happened Mr C has a marine insurance policy with Travelers. It provides cover for two jet... (3 pages)View decision -
Decision Reference DRN-5636828
20 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5636828 Complaint Ms H complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with her. She’s said that the monthly payments to this agreement were unaffordable and so she shouldn’t have been lent to. Background In February 2019, Black H... (3 pages)View decision -
Decision Reference DRN-5658181
20 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5658181 Complaint Mr P has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says no thorough income and expenditure checks were done to look out for his wellbeing and this led to him being provided with an unaffordable credit card. ... (3 pages)View decision -
Decision Reference DRN-5857262
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5857262 Complaint Mr G has complained about a credit card Barclays Bank UK PLC (trading as “Barclaycard”) provided to him. He says the credit card and the subsequent limit increases shouldn’t have been provided as they were unaffordable and caused his lending relationship to be unfa... (6 pages)View decision -
Decision Reference DRN-5702579
20 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5702579 Complaint Mrs H has complained about a credit card MBNA Limited (“MBNA”) provided to her. She says she shouldn’t have been provided with a credit card that had such a high credit limit which was unaffordable for her. Background MBNA provided Mrs H with a credit card with an... (3 pages)View decision -
Decision Reference DRN-5647702
20 Oct 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5647702 Complaint Mr C complains that Close Brothers Limited (trading as “Close Brothers” Motor Finance) unfairly entered into a hire-purchase agreement with him. He’s effectively said that the finance wasn’t affordable and so shouldn’t have been provided to him. Background In July... (3 pages)View decision