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-5846423
29 Sep 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5846423 The complaint Mrs H is unhappy with the quality of a car financed by a hire purchase agreement from MI Vehicle Finance Limited trading as Mann Island Finance. What happened In December 2022, Mrs H entered into a hire purchase agreement with Mann Island for a used car. The ca... (3 pages)View decision -
Decision Reference DRN-5828988
29 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5828988 The complaint Miss P is unhappy with the decision made by Lloyds Bank General Insurance Limited (Lloyds) following a claim made under her home insurance policy. What happened Miss P took out home insurance with Lloyds. The policy booklet explained the following: We’ve list... (4 pages)View decision -
Decision Reference DRN-5648529
29 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5648529 The complaint Mr N is unhappy that Santander UK Plc (Santander) would not waive the full early repayment charge (ERC) payable on his mortgage when he redeemed the mortgage to move to a new lender. What happened Mr N separated from his partner who was a joint party to the mor... (3 pages)View decision -
Decision Reference DRN-5846479
29 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5846479 The complaint Mr F is unhappy about the support he received from Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander) when he was in financial hardship. When I refer to what Mr F and/or Santander said or did, it should also be taken to include thing... (6 pages)View decision -
Decision Reference DRN-5766350
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5766350 The complaint Mr W has complained about the quality of Santander UK Plc’s (“Santander”) online chat service. What happened Mr W has said he is unhappy with Santander’s online chat service because he says Santander can take up to 24 hours to respond to the message. But when a... (2 pages)View decision -
Decision Reference DRN-5365560
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5365560 The complaint K, a limited company, complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from its account after its director was the victim of a scam. What happened K is represented by its director, Mr Z. Mr Z was using an online marketplace to se... (3 pages)View decision -
Decision Reference DRN-5672404
29 Sep 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5672404 The complaint Mr B, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In November 2019, Mr B acquired a used car financed by a hire pur... (3 pages)View decision -
Decision Reference DRN-5757119
29 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757119 The complaint Miss N complains that The Royal Bank of Scotland Plc (“RBS”) mishandled her request that it recover money she had paid to an online gambling site. What happened Between September 2024 and January 2025 Miss N made a large number of payments to an online gambling... (3 pages)View decision -
Decision Reference DRN-5845831
29 Sep 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5845831 The complaint Miss C complains that Sainsbury’s Bank Plc irresponsibly gave her a fixed sum loan agreement she couldn’t afford to repay. She says that when she notified it of her personal circumstances, it acted unfairly in not agreeing to write off the outstanding balance. ... (3 pages)View decision -
Decision Reference DRN-5796852
29 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5796852 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (“LV”) said he’d misrepresented his details when applying for his car insurance, so it avoided his policy (cancelled back to the start) and wouldn’t pay his claim. What happened Mr K bought a car ... (3 pages)View decision
