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 365917 results
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Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5570715
25 Jun 2025 Unum Ltd Not upheldInsuranceThe complaint Mr S has complained that Unum Ltd has declined a critical illness claim made under his employer’s critical illness policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Mr S joined his employer’s group scheme in Jul... (3 pages)View decision -
Decision Reference DRN-5601663
13 Jun 2025 Oakbrook Finance Limited UpheldBanking and PaymentsThe complaint Mr R, who is represented by a third party, complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in providing him with five loans. What happened Mr R was provided with five fixed sum loan agreements between September 2020 and Mar... (5 pages)View decision -
Decision Reference DRN-5623484
13 Jun 2025 Evergreen Finance London Limited Not upheldBanking and PaymentsThe complaint Mr H complains that Evergreen Finance London Limited trading as Moneyboat.co.uk (Moneyboat) didn’t sufficiently check he could afford to sustain repayments for a loan he’d with them. What happened In May 2024 Mr H entered into a Fixed Sum loan agreement with Moneyboat for £50... (3 pages)View decision -
Decision Reference DRN-5573674
11 Jun 2025 NewDay Ltd Not upheldConsumer CreditThe complaint Mrs S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and subsequently increasing her credit limit. What happened In July 2018 Mrs S applied for a credit card with NewDay. Her application was successful and NewDay applie... (3 pages)View decision -
Decision Reference DRN-5504581
10 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsThe complaint Mr S complains that Metro Bank Plc trading as Ratesetter (Metro) didn’t sufficiently check whether he could sustain the repayments before they agreed to lend to him. What happened In October 2023 Mr S entered into a Fixed Sum loan agreement with Metro for £12,000. After inter... (3 pages)View decision -
Decision Reference DRN-5187624
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsThe complaint Mr and Mrs W have complained HSBC UK Bank Plc trading as First Direct won’t refund several payments they say they made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-5542030
3 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5542030 The complaint Mr H complains that Zopa Bank Limited lent to him irresponsibly. What happened Mr H complains about the following loans he has with Zopa: Date Amount Loan term Repayment Loan 1 6 January 2020 £15,000 48 months £443.08 Loan 2 7 January 2021 £1,0000 36 months £37.67... (3 pages)View decision -
Decision Reference DRN-5486427
2 Jun 2025 American Express Services Europe Limited Not upheldConsumer CreditThe complaint Mrs D has complained about how AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) handled her correspondence regarding her account, and that her account was passed on to a debt collection agency. Mrs D has been represented in bringing her complaint.... (2 pages)View decision -
Decision Reference DRN-5377140
30 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsThe complaint Mr W has complained about Lloyds Bank PLC not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr W fell victim to an investment scam a... (3 pages)View decision
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