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-5933600
18 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5933600 The complaint Miss G complains that Santander UK Plc didn’t refund her the money she lost as the result of an investment scam. She believes that Santander should have done more to protect her. Miss G wants the money she lost refunded along with 8% interest and £300 compensat... (6 pages)View decision -
Decision Reference DRN-6223478
18 Mar 2026 Honeycomb Finance Limited Not upheldConsumer CreditDRN-6223478 The complaint Mr S’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (11 pages)View decision -
Decision Reference DRN-6226858
18 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6226858 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as ... (6 pages)View decision -
Decision Reference DRN-6233714
18 Mar 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6233714 The complaint Mr R has complained about the quality of a car provided on finance by Zopa Bank Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Zopa supplied Mr R with a used car on a hire purchase agreement in October 20... (6 pages)View decision -
Decision Reference DRN-6233656
18 Mar 2026 U K Insurance Limited Not upheldInsuranceDRN-6233656 The complaint Mr H complains that U K Insurance Limited (“UKI”) failed to provide clear information about what he needed to do to be covered for a claim on his legal expenses insurance policy, and delayed in appointing solicitors, which meant he had to act as a litigant in p... (3 pages)View decision -
Decision Reference DRN-6186089
18 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6186089 The complaint Ms T complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as MINI Financial Services (“BMWFS”) entered into a Hire Purchase agreement with her when it was unaffordable and that it unfairly paid commission to the broker without it being disclosed. Ms T co... (5 pages)View decision -
Decision Reference DRN-6053629
18 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6053629 The complaint Mr G complains that Lloyds Bank PLC irresponsibly provided him with an overdraft facility. What happened Lloyds provided Mr G with a student bank account with an overdraft facility on the terms set out in the table below: Date Event Credit limit February 2018 ... (4 pages)View decision -
Decision Reference DRN-6134123
18 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6134123 The complaint Mr L complains Santander UK Plc (“Santander”) has declined to offer him a refund of a payment he now believes was made as part of an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detai... (3 pages)View decision -
Decision Reference DRN-5870485
18 Mar 2026 Countrywide Assured Plc UpheldInsuranceDRN-5870485 The complaint Mr K complains that Countrywide Assured Plc (‘Countrywide’) provided incorrect surrender values for his income protection policy, which caused a loss of expectation when he surrendered his plan. What happened Mr K took out a policy with Countrywide in 1995. Th... (13 pages)View decision -
Decision Reference DRN-6120529
18 Mar 2026 Ikano Bank AB (publ) UpheldConsumer CreditDRN-6120529 The complaint Mr H complains that Ikano Bank AB (publ) hasn’t accepted his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In February 2024, Mr H paid for the supply and fitting of kitchen from a merchant (who I’ll refer to as “K”). K bro... (4 pages)View decision