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 384131 results
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Decision Reference DRN-5604159
1 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5604159 The complaint Mr B is unhappy that Capital One (Europe) plc won't reclaim a payment from a merchant made via continuous payment authority using expired card details. What happened On 24 November 2024, a merchant took an annual service fee from Mr B's Capital One ac... (2 pages)View decision -
Decision Reference DRN-5557996
1 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5557996 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited (Admiral) caused damage to her car. And that it had unfairly charged for the recovery of the car. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of... (3 pages)View decision -
Decision Reference DRN-5501493
1 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5501493 The complaint Mr I complains that Madison CF UK Limited trading as 118118 Money (‘118’) didn’t report his credit card payment arrangement fairly to the Credit Reference Agencies (‘CRAs’) and he’d like this to be rectified. What happened In April 2024 Mr I spoke with 118 and ... (2 pages)View decision -
Decision Reference DRN-5605394
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5605394 The complaint Mr W complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before providing him with a credit card account and subsequently increased the credit limit on that account. What happened Mr W says NewDay approved a credit card... (3 pages)View decision -
Decision Reference DRN-5571296
1 Jul 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5571296 The complaint Mr and Mrs M complain that Zurich Insurance Company Ltd declined their claim against their travel insurance policy. Reference to Zurich includes its agents. What happened In summary, Mr and Mrs M had an annual travel insurance policy underwritten by Zurich whi... (4 pages)View decision -
Decision Reference DRN-5395773
1 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5395773 The complaint Mrs H complains that Vanquis Bank Limited have irresponsibly lent to her. Mrs H is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs H herself. Wh... (3 pages)View decision -
Decision Reference DRN-5531361
1 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5531361 The complaint Mr A complains that Santander UK Plc unfairly restricted his account and denied access to his funds while it did so. What happened Around November last year, Mr A complained to Santander after discovering his account had been restricted pending a review by the ... (3 pages)View decision -
Decision Reference DRN-5584816
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5584816 The complaint Mr S is unhappy that Lloyds Bank PLC, trading as MBNA, didn’t enable him to access his account via online banking or mobile banking app. Mr S also feels that he’s been charged interest on his account incorrectly. What happened Mr S opened an MBNA credit card ac... (3 pages)View decision -
Decision Reference DRN-5453417
1 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5453417 The complaint Mr O has complained about how AXA Insurance UK Plc (AXA) dealt with a claim under a home insurance policy. References to AXA include companies acting on its behalf. What happened Mr O contacted AXA to make a claim for the loss of a bag that contained items in... (2 pages)View decision -
Decision Reference DRN-5507759
1 Jul 2025 One Insurance Limited Not upheldInsuranceDRN-5507759 The complaint Mr W complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in July 2017. Mr W acquired the car in 2018. In late... (5 pages)View decision
