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-5203512
23 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5203512 The complaint Mr M complains that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited (SFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my ... (4 pages)View decision -
Decision Reference DRN-5832218
23 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5832218 The complaint Mr B has complained about the amount that AXA Insurance UK Plc has offered to settle a claim he made under his buildings insurance policy. Reference to Mr B and AXA includes their respective agents and representatives. What happened The circumstances of this ... (7 pages)View decision -
Decision Reference DRN-5728858
23 Sep 2025 Prestige Finance Limited Not upheldMortgagesDRN-5728858 The complaint Mr T complains that Prestige Finance Limited has asked him to pay fees and charges it says he owes on his second charge secured loan. He says it hasn’t satisfactorily explained how this balance arose and remains outstanding now the loan term has ended. What ha... (3 pages)View decision -
Decision Reference DRN-5834107
23 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5834107 The complaint Mr S complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks which wasn’t sustainable and was detrimental to his financial well-being. What happened Mr S was granted a runn... (5 pages)View decision -
Decision Reference DRN-5781349
23 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5781349 The complaint Miss S complains about the outcome of a claim she made to Bank of Scotland plc trading as Halifax in respect of a holiday which was not as expected. What happened In June 2023, Miss S paid a total of £2,579.48 using her Halifax credit card for a packaged holid... (6 pages)View decision -
Decision Reference DRN-5834030
23 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5834030 The complaint Ms P complains about service issues related to a finance agreement that she has with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’). What happened The background to this complaint is well known to both parties so I’ll only summarise ... (2 pages)View decision -
Decision Reference DRN-5680391
23 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5680391 The complaint Mr G complains that Madison CF UK Limited trading as 118 118 Money (“118 118 Money”) irresponsibly provided him with a loan that he couldn’t afford as he was in financial difficulty and it didn’t conduct sufficient checks beforehand. Mr G also complains about ... (4 pages)View decision -
Decision Reference DRN-5723113
23 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5723113 The complaint Mr K has complained about the quality of a mobile phone supplied under a fixed sum loan agreement with EE Limited trading as EE. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. Mr K entered into a fixe... (3 pages)View decision -
Decision Reference DRN-5708211
23 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5708211 The complaint Mr C complains American Express Services Europe Limited (Amex) failed to carry out appropriate financial checks before it approved a credit card account for him. What happened Mr C says Amex approved a credit card account for him in October 2020 with a credit l... (3 pages)View decision -
Decision Reference DRN-5813554
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5813554 The complaint Mr O complains that following the closure of his bank account with National Westminster Bank (NatWest) in 2002 he says he is still to receive the balance of around £34,000. Mr O, via his solicitors who represent him on this complaint (for ease I’ll refer to Mr ... (5 pages)View decision
