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 381082 results
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Decision Reference DRN-5440865
28 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5440865 The complaint Mr L complains that Nationwide Building Society (‘Nationwide’) won’t refund the money he lost to an investment scam. He’s represented by a firm of Solicitors. For simplicity, I’ll refer to Mr L throughout this decision. What happened The background is known to ... (4 pages)View decision -
Decision Reference DRN-5897213
28 Oct 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5897213 The complaint Mr R has complained about AXIS Specialty Europe SE trading as AXIS Specialty London (AXIS)’ decision not to meet a claim in full for storm damage. Mr R made a claim under a home insurance policy. Mr R is a leaseholder at one of three flats in a building owned b... (3 pages)View decision -
Decision Reference DRN-5794325
28 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5794325 The complaint Miss R has complained about the service she received from Domestic & General Insurance Plc (D&G) when making a claim under her breakdown policy. What happened The background to this complaint is well known to the parties. In summary Miss R made a claim ... (3 pages)View decision -
Decision Reference DRN-5902390
28 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5902390 The complaint Mr E complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Vanquis credit card in May 2019. In his application, Mr E said he was employed part time with an annual income of £12,000... (3 pages)View decision -
Decision Reference DRN-5910063
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5910063 The complaint Miss M says Santander UK Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card. She says that the credit limit increases in 2018 and 2019 caused her financial ... (5 pages)View decision -
Decision Reference DRN-5754257
28 Oct 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5754257 The complaint Mr K complains that Lendable Ltd trading as Zable lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr K applied for a Zable credit card in January 2024. In his application, Mr K said he had a monthly ... (3 pages)View decision -
Decision Reference DRN-5707977
28 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5707977 The complaint Ms D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the limit. What happened Ms D applied for a Fluid credit card in November 2018. In her application, Ms D said she was employed w... (3 pages)View decision -
Decision Reference DRN-5870809
28 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5870809 The complaint Miss G complains that American Express Services Europe Limited (‘Amex’) irresponsibly granted her a credit limit increase on a credit card she couldn’t afford to repay. What happened Miss G entered into an agreement with Amex to have access to credit with a cr... (3 pages)View decision -
Decision Reference DRN-5868172
28 Oct 2025 esure Insurance Limited Not upheldInsuranceDRN-5868172 The complaint Mr B complains about esure Insurance Limited (esure) declining a claim for damage to a friend’s vehicle in an accident, which he was driving at the time. Mr B thought he had comprehensive cover to drive the vehicle, but esure said he only had third party cover ... (4 pages)View decision -
Decision Reference DRN-5763128
28 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5763128 The complaint Mr B is unhappy that a van supplied to him under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance was of an unsatisfactory quality. What happened In December 2023, Mr B was supplied with a used van through a hire pur... (5 pages)View decision
