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 383237 results
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Decision Reference DRN-5639420
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5639420 The complaint The estate of Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The late Mr H applied for an Aqua credit card in November 2012 and said he had an i... (4 pages)View decision -
Decision Reference DRN-5471785
3 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5471785 The complaint Mr S complains Vanquis Bank Limited (“Vanquis”) lent to him irresponsibly. Mr S is represented by a professional third party, but for ease of reference, I’ll mostly refer to Mr S throughout. What happened In February 2019 Mr S applied for a credit card with V... (4 pages)View decision -
Decision Reference DRN-5596408
3 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5596408 The complaint Mr E complains Aviva Insurance Limited (Aviva) required him to include VAT as part of the sum insured on his home insurance policy. Mr E is being represented in this complaint, but for ease I will refer to Mr E throughout. What happened The events of this compl... (3 pages)View decision -
Decision Reference DRN-5666424
3 Jul 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5666424 The complaint Mr C complains about the service he’s received from his car insurer, AXA Insurance Designated Activity Company (AXA). What happened Mr C had car insurance with AXA. Mr C was involved in an accident when a third-party driver hit his car causing significant damag... (2 pages)View decision -
Decision Reference DRN-4617680
3 Jul 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-4617680 The complaint Mr B complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) didn’t fairly respond to his claim under Section 75 of the Consumer Credit Act 1974 - as amended (the ‘CCA’) relating to a payment he made when making a purchase using his credit... (5 pages)View decision -
Decision Reference DRN-5628643
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5628643 The complaint Mr S complains Revolut Ltd didn’t clearly explain what would happen to funds taken from his account for the RevPoints Spare Change scheme before he agreed to it. Mr S explained he thought this spare change was going into a savings account. What happened Mr S sa... (3 pages)View decision -
Decision Reference DRN-5644401
3 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5644401 The complaint Mr S complains that Liverpool Victoria Insurance Company Limited (“LV”) recorded incorrect information about him in connection with his motor insurance policy. What happened From about September 2022, Mr S had a car insurance policy with LV. In February 2023,... (3 pages)View decision -
Decision Reference DRN-5577501
3 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5577501 The complaint Mr I complains that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) is of unsatisfactory quality. What happened In November 2017, Mr I entered into a conditional sale agreeme... (3 pages)View decision -
Decision Reference DRN-5258681
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5258681 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr B is represented, but for ease of reading I will refer... (4 pages)View decision -
Decision Reference DRN-5476909
3 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5476909 The complaint Mr J has complained about his car insurer, esure Insurance Limited (Esure). Mr J says that it unfairly declined his claim for accident damage, caused delays and additional damage to his car, which he has since had to dispose of. What happened Mr J was driving ... (3 pages)View decision
