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 367928 results
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Decision Reference DRN-5609509
9 Jun 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5609509 The complaint Mr and Mrs C’s complaint relates to a Help-to-Buy loan that was administered on behalf of the lender by Lenvi Servicing Limited. They’re unhappy that the amount quoted to redeem their loan was altered from £78,000 to £81,053 which meant they had to source an ex... (4 pages)View decision -
Decision Reference DRN-5568241
9 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5568241 Complaint Mr E has complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to his account. Mr E is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr E’s account were unfai... (6 pages)View decision -
Decision Reference DRN-5346908
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5346908 Complaint Mr and Mrs D have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Mr and Mrs D are being represented, by the (“representative”), in their complaint. The representative has said the charges applied to Mr and ... (5 pages)View decision -
Decision Reference DRN-5558594
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5558594 Complaint Mr S has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr S is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr S’ a... (6 pages)View decision -
Decision Reference DRN-5605245
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5605245 The complaint Mr B complains that Santander UK Plc (‘Santander’) won’t refund the money he says was lost as the result of a scam. What happened In 2024, Mr B found someone on a social media app who was offering a horse betting service. I’ll refer to the person offering the ... (3 pages)View decision -
Decision Reference DRN-5561089
9 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5561089 The complaint Mr S complains about the settlement offered by Liverpool Victoria Insurance Company Limited (LV) when he made a claim on a home insurance policy. What happened Mr S held a home insurance policy with LV which included a watch as a specified item with a stated va... (3 pages)View decision -
Decision Reference DRN-5561047
9 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5561047 The complaint Mr C is unhappy that Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) didn’t adequately assess his financial circumstances before approving a loan for him. What happened In July 2023, Moneybarn provided Mr C with finance for a used car through a cond... (5 pages)View decision -
Decision Reference DRN-5583538
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583538 The complaint Miss W has complained about a credit card and subsequent credit limit increases Barclays Bank UK PLC (trading as “Barclaycard”) provided her. Miss W says Barclaycard didn’t carry out sufficient checks when it granted the card – had it done so it would’ve seen s... (5 pages)View decision -
Decision Reference DRN-5543326
9 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5543326 The complaint Mr S has complained that Shawbrook Bank Limited (“Shawbrook”) failed to conduct proportionate affordability checks before it lent to him. What happened Shawbrook advanced two loans to Mr S and a summary of the borrowing can be found below. loan number loan am... (6 pages)View decision -
Decision Reference DRN-5465712
5 Jun 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5465712 The complaint Mr A complains that iGO4 Limited mishandled the sale of a motor insurance policy. What happened The subject matter of the insurance was a coupe car, first registered in 2008. Mr A acquired the car in about January 2023. On about 17 January 2024, Mr A went on... (3 pages)View decision
