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 380824 results
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Decision Reference DRN-5690601
8 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5690601 The complaint Miss L complains about how Aviva Insurance Limited handled her claim against her private medical insurance policy and its decision to decline her claim. Miss L’s mother, S, is assisting Miss L in bringing her complaint. Miss L’s father, J, has also corresponded... (4 pages)View decision -
Decision Reference DRN-5626193
8 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5626193 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (‘First Response’). Mr A says the car broke down very soon after he acquired it. He says he has been sold faulty goods, and his mone... (4 pages)View decision -
Decision Reference DRN-5637613
8 Aug 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5637613 The complaint Mr H complains about how Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) has administered a credit card he has with it. He also thinks that the card was miss-sold to him. Mr H’s complaint has been brought by a representative and I’ve referred to... (5 pages)View decision -
Decision Reference DRN-5631713
8 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5631713 The complaint Mr and Mrs P complain Inter Partner Assistance SA (IPA) turned down a legal expenses claim they made. Although the policy is in joint names, as the claim involves Mrs P, I’ll mainly refer to her in this decision. What happened Mrs P suffered an injury while abr... (3 pages)View decision -
Decision Reference DRN-5634757
8 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5634757 The complaint Mr M complains through a representative that Santander Consumer (UK) Plc (“Santander”) gave him a conditional sale agreement without carrying out a sufficient affordability assessment. What happened In May 2018, Santander provided Mr M with a conditional sale ... (5 pages)View decision -
Decision Reference DRN-5740378
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5740378 The complaint Mr K complains, through his representative, that NewDay Ltd (“NewDay”) gave him credit cards and increased the limit of the cards without carrying out adequate affordability checks. What happened Mr K was granted two credit cards, and a summary of Mr K’s credi... (4 pages)View decision -
Decision Reference DRN-5671962
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5671962 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In May 2021, Mr M found out about an investment company from someone he knew on a so... (3 pages)View decision -
Decision Reference DRN-5742872
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5742872 The complaint Miss M’s complaint is about her mortgage with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). She is unhappy with the service she received when she was attempting put in place a plan to clear the arrears on her account and arrange a new interest rat... (5 pages)View decision -
Decision Reference DRN-5739961
8 Aug 2025 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5739961 The complaint Mr and Mrs H’s complaint is about a mortgage they had with Mortgage Agency Services Number Five Limited (MAS5). They are unhappy that they were unable to attach new interest rate products to their mortgage during the term and say they were mortgage prisoners. T... (5 pages)View decision -
Decision Reference DRN-5581883
8 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5581883 Complaint Mr R has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Capital One provided Mr R with a credit card with an initial limit of £20... (3 pages)View decision
