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 392389 results
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Decision Reference DRN-5973574
4 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5973574 The complaint Mr G complains Capital One (Europe) plc treated him unfairly in relation to a credit card application he made. He says because of this, he’s lost out financially and been put to a lot of trouble and upset. What happened I issued a provisional decision on this c... (7 pages)View decision -
Decision Reference DRN-5930305
4 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5930305 The complaint Mr A has complained about the way American Express Services Europe Limited (“Amex”) handled his request for money back in relation to goods bought with his credit card. What happened Mr A ordered a handbag from a retailer (“the merchant”) costing £7,250 using ... (5 pages)View decision -
Decision Reference DRN-5766613
4 Dec 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5766613 The complaint Mr T has complained that the offer made to him by his motor insurer, Tradex Insurance Company PLC (Tradex), for the market value of his car was too low. What happened In May 2025, Mr T’s car was stolen and unfortunately it was never recovered. He made a claim ... (3 pages)View decision -
Decision Reference DRN-5693203
4 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5693203 The complaint Mr G is unhappy with how Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’) have handled payment plans on his two credit cards, and with what Virgin are reporting about the two accounts to the credit reference agencies (‘CRAs’). What happened Mr G had pay... (3 pages)View decision -
Decision Reference DRN-5995669
4 Dec 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5995669 The complaint Mr T’s complaint is about a redress payment he received from ReAssure Limited (‘RL’) in February 2024 in relation to one of two RL pensions he previously held. He transferred those pensions to AJ Bell in 2022. He mainly says the payment was made in the wrong m... (3 pages)View decision -
Decision Reference DRN-5748720
4 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5748720 The complaint Mr M complains through a representative that MotoNovo Finance Limited (“Motonovo”) failed to undertake a proportionate affordability assessment before lending. What happened In August 2019, Motonovo provided Mr M with a hire purchase agreement through a credit... (3 pages)View decision -
Decision Reference DRN-5893541
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5893541 The complaint Ms N complained about Advantage Insurance Company Limited’s (“Advantage”) handling of a claim made by a third-party following an accident, under her motor insurance policy. What happened Ms N was involved in a collision when driving on 25 April 2024. The other ... (3 pages)View decision -
Decision Reference DRN-5988309
4 Dec 2025 Madison CF UK Limited UpheldBanking and PaymentsDRN-5988309 The complaint Mr T complains that Madison CF UK Limited trading as “118118 Money” irresponsibly provided him with a credit card. What happened 118118 Money provided Mr T with a credit card in January 2021 with a limit of £1,200. I understand the credit limit wasn’t increase... (7 pages)View decision -
Decision Reference DRN-5878639
4 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5878639 The complaint Mr T1 and Mrs T, Miss T, Mr T2, and Mr T3 complain that AWP P&C S.A. declined their travel insurance claim. My references to AWP include its claim handling agent. As Mr T1 has taken the lead on the claim and complaint I’ll refer to Mr T1 to include all th... (4 pages)View decision -
Decision Reference DRN-5931533
4 Dec 2025 MSIG Europe SE Not upheldInsuranceDRN-5931533 The complaint Mr D complains that MSIG Europe SE (“MSIG”) has treated him unfairly in relation to a complaint made under his yacht insurance policy. Any reference I make to Mr D or MSIG includes the actions/communications of any respective agents or representatives. What hap... (4 pages)View decision