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 380824 results
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Decision Reference DRN-5780819
23 Oct 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5780819 The complaint Mrs W complains about the service she received from Principality Building Society (“Principality”) when transferring her ISA with another provider (“S”) to it. Mrs W says Principality made an error when processing her transfer resulting in the loss of interest.... (4 pages)View decision -
Decision Reference DRN-5885339
23 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5885339 The complaint Miss D complains about the options available with Motability Operations Limited (Motability) and with the advanced payment quote it gave her. She would like it to pay all, or most of this payment. What happened The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-5886849
23 Oct 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5886849 The complaint Mr M is complaining that N.I.I.B. Group Limited trading as Northridge Finance (Northridge) acted irresponsibly in lending to him. Mr M’s complaint has been dealt with by a representative but for ease, I’ve written as if we’ve corresponded with him directly thro... (3 pages)View decision -
Decision Reference DRN-5882762
23 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5882762 The complaint Mr R complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (“BMWFS”) gave him a hire purchase agreement he couldn’t afford to repay. What happened In July 2020, Mr R acquired a used car through a hire purchase agreement from BMWFS... (3 pages)View decision -
Decision Reference DRN-5899664
23 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5899664 The complaint Mr M complains about the way that Admiral Insurance (Gibraltar) Limited has handled claims he made on an annual travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I thi... (6 pages)View decision -
Decision Reference DRN-5858541
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5858541 The complaint Miss G makes a number of complaints about Santander UK Plc following a Direct Debit issue. What happened Miss G says she asked Santander to raise a Direct Debit claim under the Direct Debit Guarantee (DDG) in early 2024 for payments to a business I will call “P... (2 pages)View decision -
Decision Reference DRN-5901197
23 Oct 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5901197 The complaint Mrs M and Mr M complain about Highway Insurance Company Limited’s service in connection with a claim they made on their motor insurance policy. Mrs M is the principal policy holder and Mr M is the named driver. But, as Mr M has taken the lead in dealing with th... (4 pages)View decision -
Decision Reference DRN-5888819
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5888819 The complaint Mrs W complains about the service provided by Santander UK Plc when she tried to apply for a fixed rate bond under a power of attorney (POA) for her mother (Mrs R). And that Santander led her to apply for a saver account in her name when it was intended to be i... (5 pages)View decision -
Decision Reference DRN-5901116
23 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5901116 The complaint Mr H complains about the information that Santander UK plc has recorded about his mortgage on his credit file. What happened Mr H and his now ex-partner have a mortgage which they originally took out with Alliance & Leicester. The mortgage is now with Sant... (2 pages)View decision -
Decision Reference DRN-5607194
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5607194 The complaint Mr H complains Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bot... (4 pages)View decision
