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 128312 results
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Decision Reference DRN-5249176
22 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5249176 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and then increased the credit limits. What happened Mr G applied for a Marbles credit card with NewDay in November 2015. In his application, Mr G said he wa... (3 pages)View decision -
Decision Reference DRN-5272198
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5272198 The complaint Miss H1 and Miss H2 complain because AXA PPP Healthcare Limited (‘AXA PPP’) declined claims made under a private medical insurance policy and retrospectively added exclusions to the policy. Miss H1 and Miss H2’s complaint has been brought to us by a representat... (6 pages)View decision -
Decision Reference DRN-5259773
22 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5259773 The complaint Ms H complained it took an excessive amount of time to complete her remortgage to Barclays Bank UK PLC. Ms H said that left her paying her old lender’s Standard Variable Rate (“SVR”) about a thousand pounds more each month than her new Barclays mortgage. What h... (7 pages)View decision -
Decision Reference DRN-5209825
22 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5209825 The complaint Mr L has complained about a replacement handset he was sent by Assurant General Insurance Limited (Assurant) following a claim he made under a mobile phone policy. What happened Mr L contacted Assurant to make a claim for damage to his mobile phone. He also up... (3 pages)View decision -
Decision Reference DRN-5221631
22 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5221631 The complaint Mr J complains that Barclays Bank UK PLC (Barclays), trading as Barclaycard, cancelled his credit card in error while he was abroad. What happened In May 2024 Barclays blocked Mr J’s card and issued a replacement card to his home address when all they should ha... (2 pages)View decision -
Decision Reference DRN-5159814
22 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5159814 The complaint Mr C complains that Telefonica UK Limited trading as O2 incorrectly applied a default to his credit file. He says this blocked him from accessing personal and business credit. He wants the default removed from his credit file, a full written apology from O2 and... (4 pages)View decision -
Decision Reference DRN-5218090
22 Jan 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5218090 The complaint Mr K complains that AXA XL Insurance Company UK Limited hasn’t paid a medical expenses claim he made on a sports travel insurance policy. What happened On 5 July 2024, Mr K took out a single trip sports travel insurance policy through a broker. At the time of b... (3 pages)View decision -
Decision Reference DRN-5233474
22 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5233474 The complaint Mr E complains that Watford Insurance Company Europe Limited (“Watford”) unfairly cancelled his motor insurance policy without giving a clear explanation. What happened Mr E took out a motor insurance policy with Watford through a third-party in June 2024. Watf... (3 pages)View decision -
Decision Reference DRN-5267242
22 Jan 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5267242 The complaint Mr D complains that Curve UK Limited blocked his Curve card, removing his access to the underlying payment cards he’d added to the Curve system. Mr D told us Curve then failed to reinstate this card promptly, which caused further problems. What happened Mr D co... (5 pages)View decision -
Decision Reference DRN-5278474
22 Jan 2025 Southern Pacific Mortgage Limited UpheldMortgagesDRN-5278474 The complaint Mr L complains that Southern Pacific Mortgage Limited (SPML) took payments from him in respect of a mortgage after he had been discharged from bankruptcy, and that it reported missed payments to his credit file. What happened Mr L took out a mortgage with SPML ... (4 pages)View decision