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 385994 results
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Decision Reference DRN-5976845
28 Nov 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5976845 The complaint Mr P complains about how Haven Insurance Company Limited handled a claim he made on his commercial motor insurance policy. Reference to Haven includes its agents. What happened Mr P was involved in an accident and made a claim to Haven for the damage caused. Ha... (3 pages)View decision -
Decision Reference DRN-5827093
28 Nov 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5827093 The complaint Mr M complains that JAJA FINANCE LTD trading as Jaja Credit Card irresponsibly lent to him. What happened Mr M was approved for a Jaja credit card in August 2024, with a £1,800 credit limit. Mr M says that Jaja irresponsibly lent to him, and he made a complaint... (2 pages)View decision -
Decision Reference DRN-5885153
28 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5885153 The complaint Mr A complains about how AXA Insurance UK plc (‘AXA’) handled a claim and decided liability for it under his car insurance policy. What happened Mr A had a car insurance policy with AXA. In July 2024 Mr A was involved in a collision with a third party. The circ... (3 pages)View decision -
Decision Reference DRN-5894796
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894796 The complaint Miss A is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5967679
28 Nov 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5967679 The complaint Mr S complains AXA PPP Healthcare Limited (AXA) has declined to cover treatment costs he incurred under his private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr ... (3 pages)View decision -
Decision Reference DRN-5816363
28 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5816363 The complaint Mrs J’s complaint is, in essence, that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (8 pages)View decision -
Decision Reference DRN-5952772
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5952772 The complaint X has complained about how HSBC UK Bank Plc applied payments to their credit card account. What happened X has a credit card account with HSBC, but is unhappy about how an £8,500 repayment was applied. One of our investigators looked into what had happened, and... (3 pages)View decision -
Decision Reference DRN-5482883
28 Nov 2025 EE Limited UpheldConsumer CreditDRN-5482883 The complaint Mr H complains about the balance of a fixed sum loan agreement with EE Limited. What happened In December 2024, Mr H took out a fixed sum loan agreement with EE to pay for a brand new mobile telephone device. The handset had a cash price of around £1,300 and Mr... (4 pages)View decision -
Decision Reference DRN-5949440
28 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5949440 The complaint Miss B complains that Legal and General Assurance Society Limited declined a claim on her critical illness policy. Throughout the claim and complaint process, Miss B has had a representative helping her. In this decision, any reference to Miss B includes the ac... (4 pages)View decision -
Decision Reference DRN-5554882
28 Nov 2025 Amtrust International Underwriters DAC Not upheldInsuranceDRN-5554882 The complaint Mr V complains about AmTrust International Underwriters DAC handling of his structural warranty claim. AmTrust’s been represented by agents for the claim and complaint. For simplicity I’ve generally referred to the agents’ actions as being AmTrust’s own. What... (3 pages)View decision
