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
-
Decision Reference DRN-5964455
24 Nov 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5964455 The complaint Ms C says HSBC UK Bank Plc made a number of mistakes after she took out a top-up loan that was not affordable for her. What happened Ms C took out a top-up loan for £1,930 over 18 months on 2 May 2025. The repayments were £122.68 each month. The following day s... (3 pages)View decision -
Decision Reference DRN-5879173
24 Nov 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5879173 The complaint Mr W complains about the quality of a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (SFS). When I refer to what Mr W and/or SFS said or did, it should also be taken to includ... (5 pages)View decision -
Decision Reference DRN-5972662
24 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5972662 The complaint Miss R complains that American Express Services Europe Limited (Amex) irresponsibly provided her with a credit card. What happened Amex provided Miss R with a credit card with a limit of £2,000 in March 2022. In summary, Miss R says Amex provided her with cre... (4 pages)View decision -
Decision Reference DRN-5956046
24 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5956046 The complaint Miss H complains that AXA Insurance UK Plc unfairly declined a claim on her motor insurance policy after her car was stolen. Miss H’s policy is branded in one of AXA’s trading names. But AXA is the policy underwriter and is responsible for claims decisions so I... (2 pages)View decision -
Decision Reference DRN-5938816
24 Nov 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5938816 The complaint Mr G is complaining that a repair completed as part of a claim he made on an extended warranty policy – underwritten by Acasta European Insurance Company Limited – wasn’t carried out properly. What happened In January 2022, Mr G bought a new sofa and also took ... (3 pages)View decision -
Decision Reference DRN-5821590
24 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5821590 The complaint Mr P complains about Barclays Bank UK PLC trading as Tesco Bank’s handling of a dispute. What happened Mr P raised a dispute with Tesco Bank in September 2024 about a breach of contract where the supply and installation of a new kitchen wasn’t completed. Mr P h... (4 pages)View decision -
Decision Reference DRN-5691068
24 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5691068 The complaint Mr A and Mrs A complain about Society of Lloyds (“SoL”)’s handling of their buildings insurance claim. All references to SoL also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a ful... (4 pages)View decision -
Decision Reference DRN-5877682
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5877682 The complaint Mrs C complains that NewDay Ltd trading as Marbles caused her to have a late payment on her account, which in turn impacted another credit card account she holds with NewDay. What happened Mrs C made a payment to her Marbles credit card which didn’t then credit... (3 pages)View decision -
Decision Reference DRN-5840362
24 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5840362 The complaint Mr and Mrs M were unhappy with the standard of workmanship carried out by esure Insurance Limited (“esure”) in relation to their home insurance claim and the subsequent delays this caused to their claim. What happened Following a fire at their home, Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5972586
24 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5972586 The complaint R complain Starling Bank Limited (“Starling”) decided to close their account due to the business sector they operate in. R say Starling’s decision is based on a conflict with its own business. R say the closure of their account will cause them significant incon... (3 pages)View decision
