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 381082 results
-
Decision Reference DRN-5786775
24 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5786775 The complaint Mr W is unhappy that Clydesdale Bank Plc, trading as Virgin Money, won’t refund an annual account fee. What happened Mr W had a Virgin account that incurred an annual fee. The annual renewal date for the card was 9 March. On the morning of 9 March 2025 Mr W con... (3 pages)View decision -
Decision Reference DRN-5822009
24 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5822009 The complaint Mr M is unhappy with how AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express (‘Amex’) handled his request to retrieve money he paid for goods bought using his credit card. What happened I issued my provisional decision to both parties explain... (7 pages)View decision -
Decision Reference DRN-5624864
24 Sep 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5624864 The complaint Miss N complains that Everyday Lending Limited trading as Evlo was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss N was ... (2 pages)View decision -
Decision Reference DRN-5547012
24 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5547012 The complaint Mr M complains that Zurich Assurance Ltd unfairly maintained the decline of his income protection claim despite him providing additional medical evidence. What happened Both sides are familiar with the background of this complaint, so I have only set out what h... (3 pages)View decision -
Decision Reference DRN-5584221
24 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5584221 The complaint Mr C complains that Admiral Financial Services Limited trading as Admiral Money lent to him irresponsibly. What happened Mr C applied to Admiral for a loan which was agreed on the following terms: Date Amount Term Monthly repayment Total payable16 November 202... (3 pages)View decision -
Decision Reference DRN-5792205
24 Sep 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5792205 The complaint Mr W complains about the delay in transferring the value of his pension plan provided by Quai Investment Services Limited (formerly and trading as Intelligent Money) to another pension provider. He says the delay caused him inconvenience and believes it also re... (8 pages)View decision -
Decision Reference DRN-5754312
24 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5754312 The complaint A limited company, which I will call “M”, has complained about the AXA Insurance UK Plc’s decision to void its business insurance policy. Mr G (as director of M) has brought the complaint on its behalf. What happened M is involved in roofing and cladding work. ... (4 pages)View decision -
Decision Reference DRN-5520578
24 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5520578 The complaint Miss M complains that a car supplied to her under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CAF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provis... (5 pages)View decision -
Decision Reference DRN-5724968
24 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5724968 The complaint Mr B complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) provided him with an unaffordable hire purchase agreement. Mr B’s complaint has been brought to our service by a professional representative, but for ease I’ve referred t... (4 pages)View decision -
Decision Reference DRN-5647474
24 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5647474 The complaint Miss P complains that Zopa Bank Limited was irresponsible in its lending to her. What happened Miss P was provided with a £8,000 loan by Zopa Bank Limited in February 2024. The loan term was 60 months, and Miss P was required to make monthly repayments of aroun... (3 pages)View decision
