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 371633 results
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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 -
Decision Reference DRN-5576334
20 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576334 The complaint Mr and Ms R complain about U K Insurance Limited’s handling of a claim under their home insurance policy. U K Insurance Limited (UKI) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of UKI’s agents as bei... (6 pages)View decision -
Decision Reference DRN-5537951
20 Jun 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5537951 The complaint Mrs B and Ms O have complained about the way Astrenska Insurance Limited (trading as Collinson) handled a claim they made on a travel insurance policy. As it is Ms O leading on the complaint, I will mostly just be referring to her in this decision. What happe... (2 pages)View decision -
Decision Reference DRN-5054927
20 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5054927 The complaint Mr G is unhappy with how AXA PPP Healthcare Limited (AXA) handled his claim. What happened Mr G became a member of his employer’s group private medical insurance on 8 June 2023. The policy was underwritten by AXA and was provided on a fully medically underwrit... (4 pages)View decision -
Decision Reference DRN-5553412
20 Jun 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5553412 The complaint Mr W complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants all interest and charges he paid on his loans refunded along with statutory interest and any adverse information recorded about the loans removed from his... (3 pages)View decision
