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 380824 results
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Decision Reference DRN-5826506
24 Sep 2025 Paratus AMC Limited Not upheldMortgagesDRN-5826506 The complaint Mr B complains that Paratus AMC Limited trading as Foundation Home Loans unfairly recorded a CIFAS marker in relation to a mortgage application in late 2022. He says this happened during a period of mental health challenges. Mr B would like a full breakdown of ... (4 pages)View decision -
Decision Reference DRN-5838069
24 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5838069 The complaint Mr P and Ms Z as Trustees of the Mrs P Trust complain that Vitality Life Limited unfairly settled an income protection insurance claim Mrs P made on a personal protection plan. What happened The background to this complaint is well-known to both parties. So I’v... (4 pages)View decision -
Decision Reference DRN-5429063
24 Sep 2025 Elavon Financial Services Limited UpheldBanking and PaymentsDRN-5429063 The complaint A company, which I will refer to as H, complains that Elavon Financial Services Ltd gave its director misinformation and poor service in respect of a December 2023 payment of £372.60 that was charged twice in error. (I’m aware that H’s director has many other ... (3 pages)View decision -
Decision Reference DRN-5789587
24 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5789587 The complaint Mr S has complained about Watford Insurance Company Europe Limited’s decision to avoid his car insurance policy and refuse his claim under it and the impact this had on him. What happened The details of this complaint are well known to both parties, so I will n... (2 pages)View decision -
Decision Reference DRN-5838485
24 Sep 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5838485 The complaint Mr A has complained about the way Ikano Bank AB (publ) (“Ikano”) handled an application he’d made for a credit agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But ... (4 pages)View decision -
Decision Reference DRN-5838889
24 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5838889 The complaint Miss H complains that American Express Service Europe Limited (Amex) didn’t refund a credit card transaction through its disputes process. What happened In March 2024 Miss H placed an order for a summer house with a retailer I’ll call B for £2,759.49 using her... (5 pages)View decision -
Decision Reference DRN-5837373
24 Sep 2025 OakNorth Bank plc Not upheldBanking and PaymentsDRN-5837373 The complaint Mr D complains that OakNorth Bank plc misled him by way of advertisement into thinking that interest on his Fixed Rate Cash Individual Savings Account (ISA) would be paid monthly into his nominated account providing him with additional regular monthly income. W... (2 pages)View decision -
Decision Reference DRN-5777821
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5777821 The complaint Mr A has complained about the amount AXA Insurance UK Plc paid in settlement of a claim he made under his commercial motor insurance policy. What happened In December 2024, Mr A made a claim as his work van had been written-off in an accident. The van was subje... (5 pages)View decision -
Decision Reference DRN-5777785
24 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5777785 The complaint Mr F has complained about how Monzo Bank Ltd (Monzo) handled a refund claim he made to them. What happened Mr F purchased an electronic gift card from a supplier I shall call ‘G’ using his Monzo debit card in November 2024 to the sum of £108.31. However when he... (4 pages)View decision -
Decision Reference DRN-5827584
24 Sep 2025 TSB Bank plc UpheldMortgagesDRN-5827584 The complaint Ms C’s complaint is about a mortgage she has with her ex-partner (Mr C2) with TSB Bank plc trading as Whistletree (TSB). She is unhappy with what she sees as a lack of support from TSB at a time when she needed it due to a serious health situation. She says thi... (6 pages)View decision
