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 381194 results
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Decision Reference DRN-5639974
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5639974 The complaint Miss is unhappy that HSBC UK Bank Plc won’t refund payments she made as part of a scam. She raises service issues as well. Miss E brings her complaint via professional representatives, but for simplicity I’ve referred to the actions of Miss E throughout this de... (4 pages)View decision -
Decision Reference DRN-5383347
20 Jun 2025 Berkeley Alexander Ltd Not upheldInsuranceDRN-5383347 The complaint Mr and Mrs H complain that Berkeley Alexander Ltd mishandled their landlord property insurance renewal as it answered questions on their behalf without consulting them, which resulted in the insurer declining their claim and avoiding their policy (treating it a... (4 pages)View decision -
Decision Reference DRN-5385551
20 Jun 2025 Openwork Limited UpheldInvestmentsDRN-5385551 The complaint Mr S complains that he was given unsuitable advice to invest in a portfolio by a representative of Openwork Limited trading as The Openwork Partnership. What happened In 2021 a representative of Openwork advised Mr S to invest £60,000 in the Openwork Graphene C... (6 pages)View decision -
Decision Reference DRN-5600069
20 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5600069 The complaint Mr Y complains about NewDay Ltd, trading as John Lewis Credit Card, refusing his request to increase his credit limit and not giving him the reason. What happened Mr Y has had a credit card with NewDay since October 2022 with a credit limit of £5,000. Mr Y say... (2 pages)View decision -
Decision Reference DRN-5634831
20 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5634831 The complaint Mr T complains that Santander UK Plc blocked his credit card when he was attempting to purchase some crypto currency (crypto). He said he’s lost out on around £2,000 as a result. Mr T is represented in bringing this complaint, but for ease, I’ll refer to all a... (3 pages)View decision -
Decision Reference DRN-5290924
20 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5290924 The complaint Mr P complains that Phoenix Life Limited trading as Standard Life (“Standard Life”) gave an incorrect value of his pension within his online account. In addition, Mr P is unhappy with their approach when he contacted them to resolve the issue. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5249124
20 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5249124 The complaint O complains about a payment dispute raised to American Express Services Europe Limited (Amex) in respect of a garage not received in full and not fit for purpose. O is a limited company, and the complaint has been brought by its director. For ease, I will refer... (3 pages)View decision -
Decision Reference DRN-5618352
20 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5618352 The complaint Mr P complains that AXA Insurance UK Plc (AXA) prematurely and unfairly settled a claim against his motor insurance policy. He added that it unreasonably reduced his no claims discount (NCD) as a result and refused to reimburse the proportion of his unused prem... (4 pages)View decision -
Decision Reference DRN-5345167
20 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5345167 The complaint Miss R complains that Moneybarn No. 1 Limited (Moneybarn) lent to her irresponsibly. What happened On 30 July 2018, Miss R entered into a conditional sale agreement with Moneybarn as shown below, to buy a used car. The agreement was voluntarily terminated in J... (3 pages)View decision -
Decision Reference DRN-5469539
20 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5469539 The complaint Mr K complains that Advantage Finance Ltd irresponsibly provided him with an unaffordable hire purchase agreement. Mr K’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as though they are his own. ... (4 pages)View decision
