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-5831844
7 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5831844 The complaint Mrs K complains that her attempts at making a payment from her NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY account repeatedly failed, causing her distress and inconvenience and financial loss. What happened On 2 July 2025 Mrs K wanted to buy a car from a p... (3 pages)View decision -
Decision Reference DRN-5610050
7 Oct 2025 Swift 1st Limited Not upheldMortgagesDRN-5610050 The complaint Mrs P complains that her second charge secured loan was mis-sold and irresponsibly lent for several reasons. She also complains about the recent administration of the loan, including the steps Swift 1st Limited trading as Swift Advances is taking to pursue repa... (3 pages)View decision -
Decision Reference DRN-5579814
7 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5579814 The complaint Mr E has complained that Barclays Bank UK PLC won’t refund the money he says he lost in a scam. What happened In 2025, Mr E complained to Barclays. He said that several payments he’d made over the first few months of 2020 – totalling around £20,000 – were made ... (2 pages)View decision -
Decision Reference DRN-5373233
7 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5373233 The complaint Mr W complains about the quality of a car supplied to him on finance by Lendable Ltd. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minim... (3 pages)View decision -
Decision Reference DRN-5756457
7 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5756457 The complaint Mr P complains that Santander Consumer (UK) Plc trading as Volvo Car Financial Services have an unfair fines administration process which doesn’t give the driver an opportunity to dispute the fine. What happened Mr P was supplied with a car and entered into a h... (2 pages)View decision -
Decision Reference DRN-5697600
7 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5697600 Complaint Mr P has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Capital One provided Mr P with a credit card with an initial limit of £50... (3 pages)View decision -
Decision Reference DRN-5826747
7 Oct 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5826747 Complaint Ms H complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In November 2021, BMF provide... (3 pages)View decision -
Decision Reference DRN-5798574
7 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5798574 Complaint Mr B complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In July 2019, Black Horse p... (3 pages)View decision -
Decision Reference DRN-5793475
7 Oct 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5793475 Complaint Mr B has complained that Shop Direct Finance Company Limited (“Shop Direct”) irresponsibly provided him with a catalogue shopping accounts and limit increase. He’s said that that this caused financial difficulty and resulted in him having to take out a lot of other... (6 pages)View decision -
Decision Reference DRN-5845864
7 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5845864 Complaint Mrs I has complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to her current account. Mrs I is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Mrs I’s account ... (6 pages)View decision
