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 386170 results
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Decision Reference DRN-5947299
17 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5947299 The complaint Mr M and Mrs K complain about how Bank of Scotland plc (“BoS”) dealt their request for a new mortgage deal. They said the advisor, who wouldn’t offer them a new, lower interest rate because of affordability concerns, had made very serious mistakes. What happene... (5 pages)View decision -
Decision Reference DRN-6026742
17 Dec 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6026742 The complaint Mr D complains that N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) supplied him with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In June 2024, Mr D acquired a used car through a hire purchase agr... (5 pages)View decision -
Decision Reference DRN-5739625
17 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5739625 The complaint X complains that Santander UK Plc won’t refund the money they lost after falling victim to a scam. What happened The background of this complaint is familiar to both parties and isn’t in dispute, so I’ll summarise it here. In August 2024, X fell victim to a saf... (6 pages)View decision -
Decision Reference DRN-6026988
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6026988 The complaint Miss P complains that Barclays Bank UK PLC (Barclays) is refusing to refund her the amount she lost as the result of a scam. To keep things simple, I will refer to Miss P throughout my decision. References to Miss P will also include third parties that have com... (4 pages)View decision -
Decision Reference DRN-6028030
17 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-6028030 The complaint Mr C complains about a car supplied under a hire purchase agreement, provided by Black Horse Limited. What happened Around February 2025 Mr C acquired a used car under a hire purchase agreement with Black Horse. The car is listed with a cash price of £13,900, ... (10 pages)View decision -
Decision Reference DRN-5215333
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5215333 The complaint Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her and her former partner, under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (11 pages)View decision -
Decision Reference DRN-5973550
17 Dec 2025 Vitality Health Limited Not upheldInsuranceDRN-5973550 The complaint Mr G has complained that Vitality Health Limited has declined a claim he made on a private medical insurance policy. What happened In January 2025 Mr G registered a claim for prescription glasses under the optical benefits section of the policy. Vitality decl... (2 pages)View decision -
Decision Reference DRN-6028025
17 Dec 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6028025 The complaint Mr L complained that the Prudential Assurance Company Limited caused him loss due to the poor service he received when he came to take pension benefits. What happened Mr L held pension benefits in two plans with Prudential that comprised of additional voluntary... (14 pages)View decision -
Decision Reference DRN-5818159
17 Dec 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5818159 The complaint Mr A complains that the car he acquired financed through a hire purchase agreement with Tandem Motor Finance Limited (“Tandem”) wasn’t of satisfactory quality. What happened In December 2023 Mr A acquired a car financed through a hire purchase agreement with Ta... (5 pages)View decision -
Decision Reference DRN-6027505
17 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6027505 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr D was approved for a Virgin Money credit card in July 2015, with a credit limit of £4,000. The credit limit was increased to £5,000 in December 2015. The... (6 pages)View decision
