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 382298 results
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Decision Reference DRN-5937716
11 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5937716 The complaint Mr B is unhappy with the service he received from AXA PPP Healthcare Limited trading as AXA Health when he claimed on his private medical insurance policy. He’s also unhappy with the sale of the policy. What happened Mr B is unhappy with the service he received... (4 pages)View decision -
Decision Reference DRN-5842495
11 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5842495 The complaint Miss S complains PRA Group (UK) Limited misled her by saying she’d get a discount if she paid more than she planned towards her debts with them. What happened Miss S has two debts with PRA. As I understand it, she called them on 9 April 2024 asking to reinstate... (3 pages)View decision -
Decision Reference DRN-5924101
11 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5924101 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. What happened Mr W was provided with a £3,000 loan by 118 118 Money in August 2022. The loan term was 36 months, and Mr W was required to make monthly re... (3 pages)View decision -
Decision Reference DRN-5941171
11 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5941171 The complaint Mrs W complains PRA Group (UK) Limited have taken payments for a debt they shouldn’t have and can’t prove they had authorisation to do so. What happened Mrs W has two debts with different companies – I’ll refer to them as A and F. I’ve addressed our ability to ... (3 pages)View decision -
Decision Reference DRN-5754175
11 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5754175 The complaint Mrs B is unhappy that The Royal London Mutual Insurance Society Limited has declined a claim she made on her life and critical illness policy. What happened In June 2016 Mrs B applied for a life and critical illness policy. She claimed on the policy following a... (3 pages)View decision -
Decision Reference DRN-5860061
11 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5860061 The complaint Mr F complains that Red Sands Insurance Company (Europe) Limited declined a claim on his pet insurance policy. What happened Mr F took out pet insurance for his cat in November 2024. The policy is underwritten by Red Sands. In February 2025 his cat had some den... (2 pages)View decision -
Decision Reference DRN-5446022
11 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5446022 The complaint Mr G complains Santander UK Plc have recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Mr G made a loan application to Santander in July 2024. Santander declined that application and registered a Cifa... (2 pages)View decision -
Decision Reference DRN-5636221
11 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5636221 The complaint With the help of a professional representative (PR), Mr M complains that Moneybarn No.1 Limited trading as Moneybarn lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr M. What happened Mr M applied for and entered into... (4 pages)View decision -
Decision Reference DRN-5941041
11 Nov 2025 Ann Finance Ltd Not upheldConsumer CreditDRN-5941041 Complaint Miss N has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Ann Finance Ltd (“Ann Finance”). She says that Ann Finance should not have provided her with these loans as they were unaffordable. Background This complaint centr... (4 pages)View decision -
Decision Reference DRN-5941028
11 Nov 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5941028 Complaint Miss D has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Gain Credit LLC (trading as “Lending Stream”). She says that Lending Stream should not have provided her with these loans as they were unaffordable. Background Thi... (4 pages)View decision
