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 370149 results
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Decision Reference DRN-5267081
9 May 2025 Santander UK Plc UpheldConsumer CreditDRN-5267081 The complaint Mr A complains that Santander UK Plc (Santander) didn’t sufficiently check whether he could sustain the repayments for two loans he’d with them. What happened In November 2021 Mr A entered into a Fixed Sum loan agreement with Santander for £5,000 repayable over... (3 pages)View decision -
Decision Reference DRN-5484760
9 May 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5484760 The complaint Mr M and Mr M complain Accredited Insurance (Europe) Ltd (Accredited) cancelled their motor insurance policy. They also complain Accredited said it would deal with their claim and passed their details to the third-party insurer. This complaint has been bought b... (4 pages)View decision -
Decision Reference DRN-5540619
9 May 2025 Tandem Home Loans Ltd Not upheldMortgagesDRN-5540619 The complaint Mr L and Mrs L are unhappy that Tandem Home Loans Ltd sent their personal information to an e-mail address that wasn’t theirs. They say this is severe breach of GDPR rules and has caused significant issues for them. What happened Mr L and Mrs L approached Tande... (2 pages)View decision -
Decision Reference DRN-5364519
9 May 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5364519 The complaint Mr T complains through a representative that Specialist Motor Finance Limited “Specialist” gave him car finance that wasn’t affordable for him. What happened In August 2018, Specialist provided Mr T with a hire purchase (HP) agreement through an intermediary f... (6 pages)View decision -
Decision Reference DRN-5447403
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5447403 The complaint Mr K complains that Revolut Ltd did not reimburse a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr K unfortunately fell victim to a ta... (4 pages)View decision -
Decision Reference DRN-5243609
9 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243609 The complaint Mr and Mrs W complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In February 2021, Mr and Mrs W found out about an opportunity to invest with an investment company. They underst... (3 pages)View decision -
Decision Reference DRN-5433503
9 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5433503 The complaint Mr S complains Kroo Bank Ltd unfairly loaded him to a fraud database. What happened Mr S says his device and Kroo account were taken over and transactions carried out on the account. Mr S says messages were received on his phone, but he wasn’t in control of i... (2 pages)View decision -
Decision Reference DRN-5243551
9 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243551 The complaint Mr and Mrs W complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In February 2020, Mr and Mrs W found out about an opportunity to invest in a commercial lending company. They un... (3 pages)View decision -
Decision Reference DRN-5427300
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5427300 The complaint N, a business, represented by its owner (who I’ll refer to as Mr B) complains that HSBC UK Bank Plc unfairly restricted and issued notice to close his business account as part of a safeguard review. What happened Around February last year, HSBC says it contacte... (3 pages)View decision -
Decision Reference DRN-5531723
9 May 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5531723 The complaint Mrs A’s complaint is that Tesco Personal Finance Limited (‘Tesco’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). Although the purchase in question here was made by both Mr and Mrs... (5 pages)View decision
