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 388057 results
-
Decision Reference DRN-5577678
11 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5577678 The complaint Ms L complains about AXA PPP Healthcare Limited’s handling of her private health insurance policy. What happened Ms L held a private health insurance policy with AXA, and the policy was due to renew on 2 August 2024. In short, Ms L complains that AXA withheld... (3 pages)View decision -
Decision Reference DRN-5626454
11 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5626454 The complaint Mr A has complained about the way Stellantis Financial Services UK Limited recorded information on his credit file in relation to a car finance agreement. What happened The circumstances surrounding the complaint are well known to the parties so I won’t go ove... (2 pages)View decision -
Decision Reference DRN-5687527
11 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5687527 The complaint Mr A complains that a flight he booked for himself and his family was cancelled. He says that, because he paid using his Amex credit card, it should provide him with a refund or suitable compensation. What happened In January 2024 Mr A booked a trip for himself... (3 pages)View decision -
Decision Reference DRN-5618566
11 Jul 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5618566 The complaint Mr S complains that Tradex Insurance Company PLC (‘Tradex’) settled a third party claim made on his motor insurance policy, and it didn’t communicate the outcome of the claim to him. What happened In February 2024, Mr S was involved in a road traffic accident ... (4 pages)View decision -
Decision Reference DRN-5332644
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5332644 The complaint Mrs M complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Mrs M is being represented by a third party. To keep things simple, I will refer to Mrs M throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5565628
11 Jul 2025 Wakam UpheldInsuranceDRN-5565628 The complaint Mr K and Mrs T complain about Wakam and the service they received following a claim they made on their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (6 pages)View decision -
Decision Reference DRN-5648274
11 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5648274 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr A applied for a credit card with Aqua in August 2016. In his application, Mr A said he was ear... (3 pages)View decision -
Decision Reference DRN-5627454
11 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5627454 The complaint Mr A complains Royal & Sun Alliance Insurance Limited turned down a claim he made on his landlord rent protection policy. What happened In 2023 Mr A issued his tenant with an eviction notice and she stopped paying rent. That followed concerns he’d raised ab... (3 pages)View decision -
Decision Reference DRN-5634999
11 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5634999 The complaint Mr A complains that Bank of Scotland plc trading as Halifax sent him a promotional email after he had closed his account. Mr A is also unhappy with the service he received when he complained about this to Halifax. What happened Mr A held a credit card account w... (3 pages)View decision -
Decision Reference DRN-5591195
11 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5591195 The complaint Mr J complains that Clydesdale Bank Plc, trading as Virgin Money, knowingly displays inaccurate information on its mobile banking app. What happened Mr J holds a credit card with Virgin; he makes use of the mobile banking app to make payments, view his balance... (3 pages)View decision