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 381196 results
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Decision Reference DRN-5374336
7 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5374336 The complaint Mr A complains that Santander UK PLC did not reimburse the funds he lost to a scam. What happened Mr A says he fell victim to a cryptocurrency investment scam with a business I will refer to as ‘H’. His representative has highlighted that it is now recognised H... (2 pages)View decision -
Decision Reference DRN-5500705
7 Oct 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5500705 The complaint Mr M complains that Lex Autolease Ltd (“Lex”) won’t waive the early termination charges applicable under a hire agreement if he returns the car before the end of the agreement. What happened Both parties are familiar with the background of this complaint so I ... (2 pages)View decision -
Decision Reference DRN-5785820
7 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5785820 The complaint Ms T complains that RCI Financial Services Limited, trading as Nissan Financial Services (“Nissan”) caused unnecessary delays when she asked to voluntarily terminate her credit agreement, and this resulted in additional costs. What happened Ms T took out a hire... (4 pages)View decision -
Decision Reference DRN-5857859
7 Oct 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5857859 The complaint Everyday Lending Limited trading as Everyday Loans provided Mr A with a £3,100 loan in January 2022. It had a 36-month term and Mr A says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’... (2 pages)View decision -
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
