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-6042607
16 Mar 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6042607 The complaint Ms S and Mr S complain that HSBC UK Bank Plc trading as first direct didn’t notify them that they could reduce the interest rate on their mortgage. What happened Ms S and Mr S took out a mortgage with first direct in 2010. The mortgage consisted of two offset a... (2 pages)View decision -
Decision Reference DRN-6226430
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6226430 The complaint Mrs C is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t been able to recover money she sent in error to an incorrect recipient and with the service NatWest provided her regarding this matter. What happened From December 2024 t... (4 pages)View decision -
Decision Reference DRN-6225147
16 Mar 2026 Lenvi Servicing Limited Not upheldMortgagesDRN-6225147 The complaint Mr A and Miss D complain about delays in processing changes to their help to buy shared equity loan, which is administered by Lenvi Servicing Limited. What happened In 2018 Mr A and Miss D bought a property with the aid of a standard mortgage and also a help to... (3 pages)View decision -
Decision Reference DRN-6194040
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6194040 The complaint Mr C complains Santander misadvised him about his debit card. Mr C explained Santander told him his debit card wouldn’t be blocked when he telephoned to check after he made a large debit card payment. Later that day, his card was declined. What happened Mr C ex... (3 pages)View decision -
Decision Reference DRN-6155995
16 Mar 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6155995 The complaint Mr R is unhappy with what happened when Oodle Financial Services Limited trading as Oodle Car Finance agreed to reject a car supplied under a hire purchase agreement. What happened Mr R took a hire purchase agreement with Oodle in November 2024 to acquire a us... (3 pages)View decision -
Decision Reference DRN-5931350
16 Mar 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5931350 The complaint Mr S complains about repairs carried out on his heating system by British Gas Insurance Limited (‘British Gas’) and the overall service provided, including when he made a data subject access request (‘DSAR’). British Gas are the underwriters (insurers) of this ... (3 pages)View decision -
Decision Reference DRN-6199135
16 Mar 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6199135 The complaint Mr T is unhappy Bank of Scotland plc (‘BOS’) will not tell him the precise reason why he was declined a car loan. What happened In January 2025 Mr T applied, via the BOS app, for a £29,000 loan to purchase a vehicle. The loan was declined and Mr T approached B... (3 pages)View decision -
Decision Reference DRN-6076070
16 Mar 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6076070 The complaint Mr W complains about his buy to let mortgages with Bank of Scotland plc trading as Birmingham Midshires (BM). He complains that BM is reporting the mortgages as being in arrears even though he’s not making payments through no fault of his own. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-6206469
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6206469 The complaint Mr and Mrs R’s complaint is that National Westminster Bank Public Limited Company (NatWest) will no longer allow them to make overpayments to their mortgage by bank transfer or by phone. Mr and Mrs R say that they took out this mortgage specifically because th... (3 pages)View decision -
Decision Reference DRN-6226061
16 Mar 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6226061 The complaint Mr C complains that Lloyds Bank General Insurance Limited (Lloyds) sold him a contents insurance policy and have been taking monthly premiums from his bank account, without his consent. What happened In April 2025, Mr C complained that Lloyds had been taking p... (3 pages)View decision