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-5755014
3 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5755014 The complaint Mr W complains about the way that Bank of Scotland Plc (BoS) has administered his mortgage once its term had ended. What happened Mr W has an interest only mortgage with BoS. The term ended in March 2020, but Mr W did not repay it. Mr W complains that BoS has n... (5 pages)View decision -
Decision Reference DRN-5457106
3 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5457106 The complaint Mr F says that Advantage Finance Ltd (‘Advantage’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. And he needed to borrow further to pay his ... (4 pages)View decision -
Decision Reference DRN-5733667
3 Sep 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5733667 The complaint Mr N complains that Marks and Spencer Financial Services Plc trading as M&S Bank (“M&S”) returned payments that he made to his loan account and reported arrears to the credit reference agencies. What happened Mr N holds a loan account with M&S. Mr N... (3 pages)View decision -
Decision Reference DRN-5618388
3 Sep 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5618388 The complaint A company, which I will refer to as E, complains that Amazon Payments UK Limited (APUK) wrongly blocked its account. What happened E’s representatives told us: • E’s access to its APUK account was blocked for 42 days. This caused intense disruption and financ... (2 pages)View decision -
Decision Reference DRN-5596123
3 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5596123 The complaint Mrs J complains that Red Sands Insurance Company (Europe) Limited declined a claim on her pet insurance policy. What happened Mrs J has pet insurance for her dog. The policy is underwritten by Red Sands. Mrs J took her dog to the vet after noticing lumps in her... (2 pages)View decision -
Decision Reference DRN-5741865
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741865 The complaint Miss H complains that NewDay Ltd lent irresponsibly when it approved her Fluid and Aqua credit card applications and increased the credit limit on both accounts. What happened Miss H applied for a Fluid credit card with NewDay in October 2021. In her applicati... (4 pages)View decision -
Decision Reference DRN-5561482
3 Sep 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5561482 The complaint Mr A complains that AmTrust Specialty Limited declined his claim for unemployment benefit under an income protection policy. What happened Mr A held unemployment cover since 1 August 2019. The policy included an excess period of 60 days when no benefit amount ... (4 pages)View decision -
Decision Reference DRN-5795441
3 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5795441 The complaint Mr T complains about British Gas Insurance Limited’s handling of his HomeCare insurance claim. What happened Mr T holds HomeCare insurance cover with British Gas which covers his rental property. In November 2024 Mr T asked British Gas to attend for a boiler r... (3 pages)View decision -
Decision Reference DRN-5538531
3 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5538531 The complaint Mr J is unhappy that AXA PPP healthcare Limited has declined to cover a claim made for his young son under a private health insurance policy. The claim relates to immunotherapy. What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5652121
3 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5652121 The complaint Mr H has complained that U K Insurance Limited (UKI) declined a claim he made on a travel insurance policy. What happened Mr H was due to go on a trip with his wife beginning on 14 July 2024. However, he was unwell on that day and felt unable to travel. His wi... (2 pages)View decision
