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 366874 results
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Decision Reference DRN-5525742
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5525742 The complaint Miss D complains that Santander UK Plc was irresponsible in providing her with an overdraft facility. She is also unhappy that Santander wrote to her informing her that it will be withdrawing her overdraft facility even though it didn’t uphold her complaint abo... (2 pages)View decision -
Decision Reference DRN-5372654
2 May 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5372654 The complaint Mr B complains that N.I.I.B. Group Limited trading as Northridge Finance was irresponsible in its lending to him. He wants all interest and charges paid under his agreement refunded along with statutory interest. Mr B is represented by a third party but for eas... (3 pages)View decision -
Decision Reference DRN-5392440
2 May 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5392440 The complaint Miss H complained that she was mis-sold her life and critical illness policy by Lifesearch Partners Limited, because it didn’t have the cover she made clear she wanted. What happened Miss H and her partner had had joint life and critical illness cover. But tha... (2 pages)View decision -
Decision Reference DRN-5528738
2 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5528738 The complaint Mr and Mrs F’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)... (22 pages)View decision -
Decision Reference DRN-5015489
2 May 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5015489 The complaint Mr L complains about the advice he received from Origen Financial Services Limited (‘Origen’) when he was considering transferring his pension benefits from his defined-benefit (‘DB’) occupational pension scheme. Mr L says the information he was provided was in... (7 pages)View decision -
Decision Reference DRN-5501402
2 May 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5501402 The complaint Mr H and Mrs H complain about an additional premium charged by Tesco Underwriting Limited (“Tesco”) after they made an amendment to their motor insurance policy. Mr H has acted as the main representative during the complaint process. So, for ease of reference,... (2 pages)View decision -
Decision Reference DRN-5351908
2 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5351908 The complaint Mr C complains that HSBC UK Bank plc irresponsibly lent him a personal loan. What happened In October 2018 Mr C took out a loan of £15,000 with HSBC over a term of five years at an annual interest rate of 7.9%. The monthly repayments were £307.05. In March 20... (3 pages)View decision -
Decision Reference DRN-4964847
2 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4964847 The complaint Mr W complains that Nationwide Building Society has treated him unfairly in relation (to its obligations with regard) to a payment he made on his Nationwide Credit Card. What happened In early September 2023 Mr W paid for accommodation for a holiday he was plan... (4 pages)View decision -
Decision Reference DRN-5169115
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5169115 The complaint Mrs C, who is represented, is unhappy that Lloyds Bank PLC didn’t do more to prevent one of its customers committing fraud. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Mrs C employed ... (2 pages)View decision -
Decision Reference DRN-5442430
2 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5442430 The complaint Mr L complains that Barclays Bank UK PLC has unreasonably declined his request for it to refund interest after he mistakenly made regular payments to a mortgage current account, rather than the intended mortgage account. What happened Mr L took a Barclays (tho... (3 pages)View decision
