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-5842790
24 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5842790 The complaint Mr K complains PayPal UK Ltd provided poor service when he tried to claim for a returned item. What happened On 15 February 2025 Mr K bought some products from a retailer, using PayPal, totalling £80.80. One of the items wasn’t the one he wanted to purchase; he... (3 pages)View decision -
Decision Reference DRN-5967976
24 Nov 2025 Topaz Finance Limited UpheldMortgagesDRN-5967976 The complaint Mr and Mrs B complain that Topaz Finance Limited trading as Heliodor Mortgages (“Topaz”) has been frustrating their efforts to repay their overdue interest-only mortgage. They say this mortgage could have been cleared by now, if Topaz had provided the required ... (7 pages)View decision -
Decision Reference DRN-5930841
24 Nov 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5930841 The complaint Mr N complains about the advice he was given to take out a whole of life policy in 1992 by Phoenix Life CA Limited trading as Sun Life Financial of Canada (“Sun Life”), including that there were additional benefits added, which have ended sooner than he expecte... (4 pages)View decision -
Decision Reference DRN-5816882
24 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5816882 The complaint Mr R complains that Ageas Insurance Limited declined his claim on his motor insurance policy following the theft of his car. What happened Mr R’s car was stolen from outside his home and later located by the police. He made a claim for repairs because the key ... (2 pages)View decision -
Decision Reference DRN-5957032
24 Nov 2025 BISL Limited UpheldInsuranceDRN-5957032 The complaint Mr H complains about the actions of BISL Limited (‘BISL’) when renewing his motor insurance policy and the service provided overall. BISL sold and administered this policy on behalf of the policy insurer. This decision will only consider the actions of BISL. Wh... (3 pages)View decision -
Decision Reference DRN-5713458
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5713458 The complaint Mr F complains that Capital One (Europe) plc recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In March 2024 Capita... (2 pages)View decision -
Decision Reference DRN-5970877
24 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5970877 The complaint Miss C is unhappy with AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express’s (‘Amex’) handling of her section 75 claim. Miss C is represented by her father Mr C in this matter, but for the purposes of this decision I have referred to Miss C t... (7 pages)View decision -
Decision Reference DRN-5891901
24 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5891901 The complaint Mr N has complained about how Wise Payments Limited (Wise) handled a refund claim he made to them. What happened Mr N purchased a camera using his Wise debit card from an online marketplace I shall call ‘F’ in November 2024 to the sum of £3,799.00. However, he ... (2 pages)View decision -
Decision Reference DRN-5711415
24 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5711415 The complaint Mr B complains about the amount of time it took The Prudential Assurance Company Limited (‘Pru’) to process his request to access the funds in his personal pension, and the number of times he had to contact them in order to progress the complaint. Mr B states t... (4 pages)View decision -
Decision Reference DRN-5797035
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5797035 The complaint Miss M says MotoNovo Finance Limited (‘MotoNovo’) irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. She says that the repayments were both unafforda... (4 pages)View decision