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-6100551
17 Mar 2026 HSBC UK Bank Plc UpheldConsumer CreditDRN-6100551 The complaint HSBC provided Mr G with a £7,000 loan in May 2025. Mr G says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on givin... (3 pages)View decision -
Decision Reference DRN-6104119
17 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6104119 The complaint Miss H, a sole trader, complains Santander UK Plc gave notice in July 2025 that it planned to migrate Miss H’s business account, which is free from fees, to an account which incurs a monthly fee in October 2025. Miss H says this is unfair as the agreement was t... (4 pages)View decision -
Decision Reference DRN-5979481
17 Mar 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5979481 The complaint Ms L and Ms T complain that Barclays Bank UK PLC released the deeds of the late Mr W’s property, allowing him to be exploited by third parties. What happened The late Mr W had a mortgage with Barclays. The property was unregistered so the paper deeds were lodge... (3 pages)View decision -
Decision Reference DRN-6207643
17 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6207643 The complaint B, a company, complains that Lloyds Bank PLC delayed in actioning the removal of a former director from the account mandate, and that it sent confidential documents to an address other than that registered on the mandate. The complaint is made by Ms M, a direct... (3 pages)View decision -
Decision Reference DRN-6230439
17 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6230439 The complaint Mr K is unhappy with how Santander UK Plc handled an application he made for a credit card or the service he received surrounding that application. What happened In February 2025, Mr K applied online for a credit card with Santander. As part of its identificat... (5 pages)View decision -
Decision Reference DRN-6223984
17 Mar 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6223984 The complaint Ms M is unhappy with how Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (‘VWFS’) dealt with the collection of a car they’d supplied to her under a hire agreement. What happened In June 2020, Ms M was supplied with a new car... (3 pages)View decision -
Decision Reference DRN-6219400
17 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6219400 The complaint Ms B complains that Aviva Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car with a diesel engine and first registered in 2010. Ms B acquired the car not ... (3 pages)View decision -
Decision Reference DRN-6223612
17 Mar 2026 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6223612 The complaint Mr H complains about how FREEMANS PUBLIC LIMITED COMPANY trading as Curvissa (‘C’) responded to his financial difficulties. I am not upholding this complaint which means I am not asking the business to do anything differently to resolve things. What happened M... (3 pages)View decision -
Decision Reference DRN-6060740
17 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6060740 The complaint Mrs and Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (9 pages)View decision -
Decision Reference DRN-6182112
17 Mar 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6182112 The complaint Mr G is unhappy that Liverpool Victoria Insurance Company Limited (“LV”) declined his home emergency claim when his boiler stopped working. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key... (5 pages)View decision