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-5960754
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5960754 The complaint Ms N complains Barclays Bank UK PLC (“Barclays”) closed her three accounts without notice. Ms N adds that Barclays caused significant delay in returning her USD funds. Ms N say Barclays’ actions have caused her significant financial difficulty, financial loss, ... (2 pages)View decision -
Decision Reference DRN-5881501
13 Mar 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5881501 The complaint Mr L and Ms G’s complaint is, in essence, that First Holiday Finance 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’)... (8 pages)View decision -
Decision Reference DRN-6222773
13 Mar 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6222773 The complaint Mr and Mrs L complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mr and Mrs L are... (18 pages)View decision -
Decision Reference DRN-6221224
13 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6221224 The complaint Mrs T’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 unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (... (12 pages)View decision -
Decision Reference DRN-6088719
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6088719 The complaint A company I’ll call P complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for its business account, having originally said business banking would be fee-free forever. P is represented by one of its directors, Mr V. What happened Mr... (3 pages)View decision -
Decision Reference DRN-6182772
13 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6182772 The complaint The trustees of the P Trust complain about the way Aviva Life & Pensions UK Limited has administered their reviewable whole of life policy. What happened In October 1992 Mrs P took out a reviewable whole of life policy, with critical illness cover too. The ... (7 pages)View decision -
Decision Reference DRN-6020148
13 Mar 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6020148 The complaint Mr M complains about the business rates (BR) he was required to pay, due to delays caused by INTACT INSURANCE UK LIMITED, under a commercial property insurance policy. Mr M has been largely represented by a company I will refer to as F, under this complaint. Bu... (3 pages)View decision -
Decision Reference DRN-6072651
13 Mar 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-6072651 The complaint Ms F complains about charges made by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) when she returned her vehicle. What happened Ms F entered into a hire purchase agreement for a new vehicle with MBFS in September 2021. Ms ... (3 pages)View decision -
Decision Reference DRN-6142205
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6142205 The complaint Mr M and Mrs M have complained Santander UK Plc won’t refund several payments they say they made and lost to a scam. Mr M and Mrs M are represented by a professional representative, but for ease I will just refer to Mr M throughout as he was the account holder... (3 pages)View decision -
Decision Reference DRN-5995421
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5995421 The complaint Miss J complains that Santander UK Plc has provided her with an unaffordable overdraft facility and has unfairly applied debit interest and charges to her account. What happened Miss J has held a bank account with Santander since 2005. The information in this c... (5 pages)View decision