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
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Decision Reference DRN-6222131
17 Mar 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6222131 The complaint Mr S is complaining that Metro Bank PLC won’t refund an Automated Teller Machine (ATM) withdrawal which debited his account even though he didn’t receive all the cash. What happened Mr S says that on 15 September 2025 he attempted to withdraw £250 from his acco... (3 pages)View decision -
Decision Reference DRN-6147645
17 Mar 2026 Billing Finance Limited UpheldConsumer CreditDRN-6147645 The complaint Ms Y, who is represented by a third party, complains that Billing Finance Limited (‘Billing Finance’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In October 2017, Ms Y acquired a used car financed by a hire p... (4 pages)View decision -
Decision Reference DRN-5974111
17 Mar 2026 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5974111 The complaint Mr B has complained about issues he encountered when he tried to take out a contents insurance policy online with Automobile Association Insurance Services Limited (AA). What happened Mr B used a price comparison website to find a new home contents policy. He ... (3 pages)View decision -
Decision Reference DRN-5087905
17 Mar 2026 Astute Private Wealth Limited UpheldInvestmentsDRN-5087905 The complaint Miss S is unhappy with the ongoing service she received from Astute Private Wealth Limited (‘Astute’) and the lack of information it provided when this service ceased about what this meant for the ongoing management of her investments. She is also unhappy with ... (5 pages)View decision -
Decision Reference DRN-6090425
17 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6090425 The complaint Mr T is complaining that Nationwide Building Society won’t refund an Automated Teller Machine (ATM) withdrawal which debited his account even though he didn’t receive the cash. What happened Mr T says that on 21 June 2025 he attempted to withdraw £250 from his ... (2 pages)View decision -
Decision Reference DRN-6086442
17 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6086442 The complaint Mr K complains that NewDay Ltd (NDL) provided poor service and incorrect information about a money transfer that caused significant impact on Mr K’s emotional and physical health. I am recommending that the complaint be upheld, meaning NDL need to do something ... (3 pages)View decision -
Decision Reference DRN-6231368
17 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6231368 The complaint Mr K complains that American Express Services Europe Limited (American Express) lent to him irresponsibly by not conducting sufficient affordability checks when issuing him two credit cards in January and March 2023. He complains he was given credit limits that... (5 pages)View decision -
Decision Reference DRN-6223850
17 Mar 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6223850 The complaint Mr O complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to him. What happened In August 2022 Mr O applied for a credit card with Vanquis. The application was approved, and he was provided with a credit limit of £600. The credit limit was never increa... (2 pages)View decision -
Decision Reference DRN-6231314
17 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6231314 The complaint Mr C says Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor-debtor relationship with Shawbrook was unfair to him under section 140A of the CCA. What happened I... (3 pages)View decision -
Decision Reference DRN-6060806
17 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6060806 The complaint Mr P complains that Santander UK Plc unreasonably blocked outgoing payments and made him go into a branch to complete the payments. Mr P says when he went to Santander branches its staff were unhelpful and abusive. What happened On 25 September 2025 Mr P tried ... (5 pages)View decision