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-6227162
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6227162 The complaint Mrs D’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-6110986
17 Mar 2026 Santander UK Plc Not upheldConsumer CreditDRN-6110986 The complaint Mr H has complained that Santander UK Plc (Santander) is holding him liable for a loan which he was scammed into taking and that he says shouldn’t have been approved as it was unaffordable to him. Mr H’s brother represented him with his complaint. What happen... (6 pages)View decision -
Decision Reference DRN-6183991
17 Mar 2026 Kensington Mortgage Company Limited Not upheldMortgagesDRN-6183991 The complaint Mr O complains that Kensington Mortgage Company Limited failed to remove an historic charge, associated with a past mortgage, from the title of his property. What happened Mr O previously had a mortgage with Kensington. It was paid off some years ago. Mr O late... (3 pages)View decision -
Decision Reference DRN-6066954
17 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6066954 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund money he says he lost to a scam. In bringing this complaint, Mr O is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is familiar to bo... (3 pages)View decision -
Decision Reference DRN-6160562
17 Mar 2026 Valour Finance Limited Not upheldConsumer CreditDRN-6160562 The complaint Mr M complains about the telephone call Valour Finance Limited trading as Savvy.co.uk (“Valour”) asked him to make after applying for a loan. What happened This complaint stems from a £1,000 loan that Mr M applied for on 29 September 2025. Following the applic... (3 pages)View decision -
Decision Reference DRN-5795896
17 Mar 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5795896 The complaint Ms O complains that MBNA Limited (‘MBNA’) wouldn’t accept a payment arrangement when they closed her credit card account. Ms O also complains she was misadvised about the interest rate that applied. Ms O wants compensation to put things right. What happened MBN... (2 pages)View decision -
Decision Reference DRN-6216209
17 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6216209 The complaint Mr B complained that TSB Bank plc applied a full block to his current account without informing him or warning him that failure to take action would result in the suspension of access to his funds. What happened In October 2025, TSB reviewed Mr B’s account as ... (3 pages)View decision -
Decision Reference DRN-6166097
17 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6166097 The complaint Mr S complains about Aviva Insurance Limited’s settlement of his travel insurance claim. What happened Mr S has travel insurance through his bank account, insured by Aviva. While travelling to the train station to get his pre-booked first class train to the ai... (3 pages)View decision -
Decision Reference DRN-6210204
17 Mar 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6210204 The complaint Ms G has complained that Tandem Bank Limited “Tandem” declined her claim against it under Section 75 of the Consumer Credit Act 1974. The finance agreement was originally with a different provider but as Tandem is now responsible for answering this complaint, ... (4 pages)View decision -
Decision Reference DRN-6058874
17 Mar 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6058874 The complaint Mr and Mrs M’s complaint is about a Halifax-branded mortgage they held previously with Bank of Scotland plc (BOS). They repaid the mortgage in May 2023, following the sale of the mortgaged property. Mr and Mrs M arranged the sale in the knowledge they’d pay an... (3 pages)View decision