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 381196 results
-
Decision Reference DRN-5564491
14 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5564491 The complaint Mr H complains that Aviva Insurance Limited has failed to fairly progress a claim made on his buildings insurance policy. He complains that the decision to cash settle the claim when repairs are needed to the neighbouring property is unreasonable. His claim has... (6 pages)View decision -
Decision Reference DRN-5527517
14 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5527517 The complaint Miss R complains about the negative impact on her following Nationwide Building Society closing her account in error. What happened Around November last year, Miss R wrote to Nationwide asking that it close one of two accounts she held with the firm. Nationwide... (2 pages)View decision -
Decision Reference DRN-5485370
14 Jul 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5485370 The complaint Mr and Mrs S have complained that AXIS Speciality Europe SE declined a claim they made on a travel insurance policy for cancellation. What happened In January 2024 Mr and Mrs S booked a trip abroad for August 2024. In July 2024 they discovered that Mrs S was p... (3 pages)View decision -
Decision Reference DRN-5656066
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5656066 Complaint Mr N has complained about personal loans which Madison CF UK Limited (trading as “118 118 Money”) provided to him. He’s said that these loans were unaffordable and that as sufficient checks would have shown this, he shouldn’t have been provided with them. Backgro... (5 pages)View decision -
Decision Reference DRN-5674340
14 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5674340 Complaint Mr W has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair as there was a ... (5 pages)View decision -
Decision Reference DRN-5676751
14 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5676751 Complaint Mr and Mrs D have complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to their current account. Mr and Mrs D are being represented, by the (“representative”), in their complaint. The representative has said the charges applied to Mr and Mrs D... (4 pages)View decision -
Decision Reference DRN-5689504
14 Jul 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5689504 Complaint Miss F has complained about a loan Admiral Financial Services Limited (“Admiral FS”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Admiral FS provided Miss F with a loan for £20,000.00 in November 2021. It... (3 pages)View decision -
Decision Reference DRN-5673671
14 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5673671 Complaint Miss A has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and shouldn’t have been provided to her. Background Vanquis initially pr... (3 pages)View decision -
Decision Reference DRN-5498625
14 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5498625 Complaint Mr R has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In December 2021, 118 118 Money provide... (3 pages)View decision -
Decision Reference DRN-5643604
14 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5643604 Complaint Miss K complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her. Background In September 2016, Moneybarn provided Miss K with finance for a used car. T... (3 pages)View decision
