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
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Decision Reference DRN-5625300
3 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5625300 The complaint Mr B complains that Sainsbury's Bank Plc won’t write off the balance of a loan account he took out with it. Mr B is being represented in bringing his complaint by members of his family, however for ease of reading, I’ll refer to any submissions made by th... (3 pages)View decision -
Decision Reference DRN-5674309
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674309 The complaint Mr T complains that Monzo Bank Ltd did not handle his claim in respect of faulty goods properly. What happened In September 2023 Mr T ordered an electrical item online at a cost of £799 using his Monzo credit card. Mr T encountered some issues with the item in ... (4 pages)View decision -
Decision Reference DRN-5483583
3 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5483583 The complaint Miss R is unhappy with the quality of a car financed with Oodle Financial Services Limited using a hire purchase agreement. What happened In March 2024, Miss R entered into a hire purchase with Oodle for a used car. The car was around 10 years old and had been ... (3 pages)View decision -
Decision Reference DRN-5793479
3 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5793479 The complaint Mr B complains about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled the claim he made under his motor insurance policy and its decision to decline his claim. What happened The circumstances of this complaint will be well known to both parties a... (6 pages)View decision -
Decision Reference DRN-5733982
3 Sep 2025 Equifax Limited Not upheldConsumer CreditDRN-5733982 The complaint Mr P complains Equifax Limited allowed a disputed Q marker to reappear on his credit file four years after he initially disputed it. What happened As I understand it Mr P noticed a ‘Q’ marker on his credit file and disputed it. On 27 July 2020 Equifax raised th... (4 pages)View decision -
Decision Reference DRN-5465730
3 Sep 2025 Vitality Health Limited Not upheldInsuranceDRN-5465730 The complaint Mr L complains about a claim he made on his private medical insurance policy with Vitality Health Limited. What happened Briefly, Mr L had a business healthcare plan with Vitality. In late August 2024 he made a claim for ankle surgery which Vitality went on to ... (3 pages)View decision -
Decision Reference DRN-5775491
3 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5775491 The complaint Mr M is unhappy that BUPA Insurance Limited has declined to offer cover for emergency admissions related to an existing urinary condition under a private medical insurance policy. What happened Mr M has held a policy with BUPA for a long time. He has an existin... (3 pages)View decision -
Decision Reference DRN-5647956
3 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5647956 The complaint Mr M and Mrs M have complained that Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) unfairly settled a claim under their home insurance policy. References to Lloyds include companies acting on its behalf. What happened Mr M and Mrs M made a ... (2 pages)View decision -
Decision Reference DRN-5411964
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5411964 The complaint Mr B is seeking to recover £17,706 from Santander UK Plc (“Santander”), payments he made from his bank account as a result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 29 January 2025 covered the detai... (5 pages)View decision -
Decision Reference DRN-5793820
3 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5793820 The complaint Mr E complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) unfairly reported a late payment marker to the Credit Reference Agencies (‘CRAs’). Mr E wants the late payment marker removing and for Tesco to change their process. What happened In Dec... (4 pages)View decision
