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 386796 results
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Decision Reference DRN-5923536
25 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5923536 The complaint Mr L complains that he received his July 2025 credit card statement from NewDay Ltd after the payment due date. What happened Mr L is unhappy because he received his John Lewis Partnership credit card statement dated 15 July 2025 the day after the payment due d... (2 pages)View decision -
Decision Reference DRN-5973161
25 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5973161 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (12 pages)View decision -
Decision Reference DRN-5973508
25 Nov 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5973508 The complaint Mr G complains that AmTrust Specialty Limited declined his travel insurance claim. My references to AmTrust include its agents. What happened Mr G took out gadget cover as part of his travel insurance policy. The gadget cover was insured by AmTrust. During hi... (3 pages)View decision -
Decision Reference DRN-5975125
25 Nov 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5975125 The complaint Mr B complains about the handling of his account by Santander Consumer UK Plc trading as Santander Consumer Finance (Santander) when he was in arrears. What happened Mr B entered a conditional sale agreement in December 2022 for a used car financed by Santande... (3 pages)View decision -
Decision Reference DRN-5644469
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5644469 The complaint Mr F complains that HSBC UK Bank Plc (‘HSBC’) reversed payments from his account and unfairly registered a default on his credit file. What happened Mr F held a graduate account with HSBC with an arranged overdraft facility. In June 2024, Mr F received four pa... (4 pages)View decision -
Decision Reference DRN-5583165
25 Nov 2025 Idealing.com Limited Not upheldInvestmentsDRN-5583165 The complaint The estate of Mrs S (‘the estate’) complains that Idealing.com Limited (‘ID’) refused to make a payment by CHAPS and so caused delay and increased costs for the estate It also ID failed to provide information needed for the administration of the estate. This co... (6 pages)View decision -
Decision Reference DRN-5954532
25 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5954532 The complaint Mr O complains that Aviva Life & Pensions UK Limited (Aviva) caused an avoidable delay when he wanted to take the benefits from his personal pension plans. And that this has led to a financial loss. What happened Mr O had six personal pension plans with Avi... (5 pages)View decision -
Decision Reference DRN-5974968
25 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5974968 The complaint Mr A complains Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘the Lender’), unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Mr A purchased membership of a timeshare (the ‘Fr... (3 pages)View decision -
Decision Reference DRN-5764103
25 Nov 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5764103 The complaint Mr and Mrs B have complained that Sainsbury’s Bank Plc (‘Sainsbury’) misinformed them in relation to a claim under their home emergency insurance policy. What happened Mr and Mrs B originally purchased a policy with Sainsbury’s in 2021 and opted for home emerge... (3 pages)View decision -
Decision Reference DRN-5966542
25 Nov 2025 Black Horse Limited UpheldConsumer CreditDRN-5966542 The complaint Mrs L is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In June 2022 Mrs L was supplied with a new car through a ... (4 pages)View decision
