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-5910107
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5910107 The complaint Mr K complains that Santander UK Plc (“Santander”) won’t refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand i... (4 pages)View decision -
Decision Reference DRN-6200736
16 Mar 2026 London Stone Securities Limited Not upheldInvestmentsDRN-6200736 The complaint In May 2023 X and London Stone Securities Limited (‘LSS’) entered into a discretionary trading/investment agreement. He deposited around £100,700, the trading was done on a third-party’s platform, and the arrangement lasted less than a year (with trading beginning... (13 pages)View decision -
Decision Reference DRN-6045747
16 Mar 2026 Next Retail Limited Not upheldConsumer CreditDRN-6045747 The complaint Mrs W is unhappy that Next Retail Limited, trading as Next, didn’t default her account earlier and won’t backdate the default to reflect the point she says her account first fell into long-term financial difficulty. What happened Mrs W had a credit account with... (3 pages)View decision -
Decision Reference DRN-6225248
16 Mar 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6225248 The complaint Zopa Bank Limited (“Zopa”) provided Mr D with a loan for £2,000 in July 2025. This was to be paid back at £108 a month over 24 months. Mr D says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5011953
16 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5011953 The complaint Mr E’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (3 pages)View decision -
Decision Reference DRN-6180850
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6180850 The complaint Mr and Mrs R complain on behalf of P that a third party was listed as an authorised signatory on P’s business account with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) without their knowledge or authority and want to understand how this happened... (3 pages)View decision -
Decision Reference DRN-6218672
16 Mar 2026 Elderbridge Limited Not upheldMortgagesDRN-6218672 The complaint Mr and Mrs U are unhappy that Elderbridge Limited didn’t accept the reduced settlement offers they made on their secured (second charge) loan. They wanted to refinance their first charge mortgage with another provider and said they could only do so if Elderbrid... (2 pages)View decision -
Decision Reference DRN-6166697
16 Mar 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6166697 The complaint Miss R complains about Santander Consumer (UK) Plc trading as Santander Consumer Finance (‘Santander’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (3 pages)View decision -
Decision Reference DRN-6221826
16 Mar 2026 HSB Engineering Insurance Limited Not upheldInsuranceDRN-6221826 The complaint ‘J’ – a limited company complains about the actions of HSB Engineering Insurance Limited (‘HSB’), mainly in relation to several building guarantees/warranties. Any reference to HSB includes the actions of any agent acting on their behalf. What happened The ba... (4 pages)View decision -
Decision Reference DRN-6007912
16 Mar 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-6007912 The complaint This complaint is about a buy-to-let mortgage which until recently, Mr M and Mr Y held jointly with Bank of Ireland (UK) Plc; I’ll call it BOI from hereon. Although a joint mortgage, Mr Y has told us that he alone paid it. The complaint is that when the mortgag... (2 pages)View decision