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 393318 results
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Decision Reference DRN-5177773
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5177773 The complaint Mr and Mrs F say Nationwide Building Society (“Nationwide”) unfairly blocked their account and gave them incorrect information whilst they were on holiday. Mr and Mrs F says this caused them significant worry, distress and inconvenience. What happened The fact... (6 pages)View decision -
Decision Reference DRN-5612597
10 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5612597 The complaint Mr P complains about the information asked of him by Lloyds Bank PLC during a phone call and that it gave him misleading information concerning the use of a passcode. He also complains about how his complaint was handled. What happened On 20 November 2024 Mr P ... (4 pages)View decision -
Decision Reference DRN-5590000
10 Jun 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5590000 The complaint Mr B complains that CA Auto Finance UK Ltd (CA Auto) supplied him with a used car under a hire purchase agreement that was of unsatisfactory quality. What happened Mr B took out the hire purchase agreement on 15 June 2024. The car CA Auto supplied him with was... (3 pages)View decision -
Decision Reference DRN-5483531
10 Jun 2025 Saga Services Limited UpheldInsuranceDRN-5483531 The complaint Mr D complains Saga Services Limited (Saga) provided him with incorrect motor insurance policy documentation. What happened Mr D tried to request a copy of his 2024 motor insurance policy documentation on Saga’s online portal. Although the document provided to ... (3 pages)View decision -
Decision Reference DRN-5596808
10 Jun 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5596808 The complaint Mr T complains about the quality of a used car he acquired through a hire purchase agreement with Advantage Finance Ltd (‘Advantage’). Mr T says that he bought a car that was faulty and was mis-sold to him. He is unhappy about the customer service he has receiv... (5 pages)View decision -
Decision Reference DRN-5265660
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5265660 The complaint Mr M complains HSBC UK Bank Plc unfairly loaded him to a fraud database. What happened Mr M complained to HSBC about an account opened, in his name, in 2019. Mr M said he hadn’t opened this account. Mr M said a loading had been made to a fraud database about ... (2 pages)View decision -
Decision Reference DRN-5602141
10 Jun 2025 Freemans Plc Not upheldConsumer CreditDRN-5602141 Complaint Mr C has essentially complained that Freemans Plc (“Freemans”) unfairly provided him with a catalogue shopping account and limit increases that were unaffordable for him. He’s said that Freemans failed to carry out proportionate checks before providing with the acc... (5 pages)View decision -
Decision Reference DRN-5495394
10 Jun 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5495394 The complaint This complaint is about an interest-only mortgage Mr P holds with Lloyds Bank PLC. Mr P is unhappy that Lloyds refused to extend the mortgage term. The mortgage has expired and Mr P says Lloyds is trying to take his home from him rather than agree to one of his... (4 pages)View decision -
Decision Reference DRN-5214211
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5214211 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mrs B found an investment advertised on social media.... (8 pages)View decision -
Decision Reference DRN-5581143
10 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5581143 The complaint Mr V’s complaint is about a mortgage he and his ex-wife had with Santander UK Plc. He is unhappy about the adverse data that was reported to credit reference agencies (CRAs) relating to a period where no payments were being made, and which have affected his cre... (3 pages)View decision