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 381196 results
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Decision Reference DRN-5659873
1 Sep 2025 Mortgage Next Network Limited UpheldMortgagesDRN-5659873 The complaint Mr and Mrs L complain that an appointed representative of Mortgage Next Network Limited (“MNN”) mis-sold their mortgage. What happened In 2019 Mr and Mrs L got mortgage advice from a mortgage broker in MNN’s network as they wanted to buy a new build property. T... (4 pages)View decision -
Decision Reference DRN-5486360
1 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5486360 The complaint Mrs B complains that Vanquis Bank Limited provided her with an unaffordable credit card. Mrs B’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened Vanquis provided ... (4 pages)View decision -
Decision Reference DRN-5676623
1 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5676623 The complaint Mr I complains that Bank of Scotland plc trading as Halifax are sending him payment notifications that he hasn’t requested. What happened Mr I has held a credit card account with Halifax since March 2022. In or around March 2025 Mr I began receiving notificatio... (2 pages)View decision -
Decision Reference DRN-5785959
1 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5785959 The complaint Mr H has complained about the quality of a car provided on finance by Creation Consumer Finance Ltd. What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised the events here. Creation supplied Mr H with a used car o... (6 pages)View decision -
Decision Reference DRN-5704461
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5704461 The complaint Mr T has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AmEx”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In November 2022, Mr T bought a sofa suite from a third-party s... (5 pages)View decision -
Decision Reference DRN-5484753
1 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5484753 The complaint Mr J complains that Capital One (Europe) plc, lent to him irresponsibly when they provided him with two credit cards in 2020. What happened In February 2020, and December 2020, Mr J was provided with a credit card by Capital One. Each card had a £200 credit li... (4 pages)View decision -
Decision Reference DRN-5786658
1 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5786658 The complaint Miss R complains because Admiral Insurance (Gibraltar) Limited hasn’t paid the full amount of a claim under her travel insurance policy. Miss R’s representative has brought this complaint to us on her behalf. For ease, I shall refer only to Miss R throughout th... (3 pages)View decision -
Decision Reference DRN-5682959
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5682959 The complaint Mr H complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) rejected his claim under Section 75 Consumer Credit Act 1974 (“s.75”) What happened Mr H was acting on behalf of a group of occupants of an apartment block. They wished to take legal action ... (3 pages)View decision -
Decision Reference DRN-5692628
1 Sep 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5692628 The complaint Mr T complains J D Williams & Company Limited (trading as “Home Essentials”) should have done more to support him through his health and financial difficulties. What happened Mr T opened a personal credit account with Home Essentials in February 2022 and pu... (4 pages)View decision -
Decision Reference DRN-5391681
1 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5391681 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her against losing money to a cryptocurrency scam. Mrs C has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs C herself, where I also mean th... (3 pages)View decision
