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
-
Decision Reference DRN-5826994
7 Oct 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5826994 The complaint Miss G complains about Nationwide Building Society’s handling of her current account and loan. What happened Miss G had a disputed loan with Nationwide for £25,000 which was taken out in November 2022. It required monthly repayments of £810.20. Nationwide looke... (4 pages)View decision -
Decision Reference DRN-5864037
7 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5864037 The complaint This complaint is about a mortgage held by the late Miss B with Santander UK Plc. The essence of the complaint is about Santander’s action to recover the debt. Miss B’s daughter, Miss M, brings the complaint in her capacity as executor of Miss B’s estate. She i... (5 pages)View decision -
Decision Reference DRN-5863598
7 Oct 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5863598 The complaint Mr T complains about the quality of a car V12 supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll provide a summary. Mr T entered ... (11 pages)View decision -
Decision Reference DRN-5663517
7 Oct 2025 Elderbridge Limited Not upheldMortgagesDRN-5663517 The complaint Mr and Mrs O complain that Elderbridge Limited hasn’t treated them fairly, because it didn’t send them statements for their second charge secured loan each year or tell them how it was treating interest on the loan, the loan balance is much higher than it shoul... (4 pages)View decision -
Decision Reference DRN-5674224
7 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5674224 The complaint Mr H complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (2 pages)View decision -
Decision Reference DRN-5689343
7 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5689343 The complaint Mr S is unhappy that Vanquis Bank Limited failed to adequately support him when he had financial difficulties and failed to provide him with adequate notice of a default. What happened Mr S had a credit card with Vanquis and, in December 2023, he complained to... (6 pages)View decision -
Decision Reference DRN-5710704
7 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5710704 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss W was approved for a Virgin Money credit card in October 2021, with a £7,300 credit limit. The credit limit was increased to £10,300 in August 2022. ... (4 pages)View decision -
Decision Reference DRN-5859302
7 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5859302 The complaint Mrs C and Mr C complain about the amount Intact Insurance UK Limited (Intact) paid to settle the claim they made under their home insurance policy. Mrs C and Mr C are being represented in this complaint by a relative, but as Mr C is the policyholder, and for ea... (3 pages)View decision -
Decision Reference DRN-5849355
7 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849355 The complaint Mrs T complains that Lloyds Bank PLC lent to her irresponsibly. What happened On 29 October 2015, Mrs T was given an overdraft limit of £2,200. The limit was reduced to £740 in May 2020. On 13 September 2024, Mrs T complained to Lloyds. She said the overdraft ... (4 pages)View decision -
Decision Reference DRN-5862966
7 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5862966 The complaint Mr M complains that J D Williams & Company Limited trading as Jacamo (Jacamo) lent to him irresponsibly. What happened Mr M opened a credit account with Jacamo in September 2021 with a credit limit of £500. No further limit increases were provided on this ... (3 pages)View decision