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 121074 results
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Decision Reference DRN-5353565
25 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5353565 The complaint Mr R complains that Moneybarn No. 1 Limited (“Moneybarn”) supplied him with a car that wasn’t of satisfactory quality at the point of supply. What happened In July 2023, Mr R acquired a used car using a conditional sale agreement with Moneybarn. The purchase p... (6 pages)View decision -
Decision Reference DRN-5058178
25 Feb 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5058178 The complaint B, a limited company, represented by its directors, has complained about the property’s insurer AXA XL Insurance Company UK Limited. B is complaining that whilst it made a subsidence claim in 2018, the claim and subsidence remain unresolved. What happened In ... (4 pages)View decision -
Decision Reference DRN-5353501
25 Feb 2025 Usay Business Limited UpheldInsuranceDRN-5353501 The complaint Miss B complains that Usay Business Limited trading as Usay Compare mis-sold her a private medical insurance policy. What happened Miss B wanted to take out a private medical insurance policy. Usay recommended a policy which they said was suitable for her. A ra... (2 pages)View decision -
Decision Reference DRN-5353485
25 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5353485 The complaint Mrs J is unhappy that Santander UK Plc have restricted her accounts. What happened In September 2023, Santander placed restrictions on Mrs J’s accounts because they were concerned about payments that she wanted to make and that she might be falling victim to a... (4 pages)View decision -
Decision Reference DRN-5353343
25 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5353343 The complaint Mr N and Mrs S complain about the amount Liverpool Victoria Insurance Company Limited (“LV”) paid for the contents section of a claim made on their home insurance policy. References to LV include its agents. What happened In April 2023 an escape of water in M... (5 pages)View decision -
Decision Reference DRN-5259366
25 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5259366 The complaint Mr B is unhappy that AXA PPP Healthcare Limited trading as AXA Health didn’t let him know he was going to exceed his outpatient limit. What happened Mr B made claims on his private medical insurance policy which were authorised. One claim related to Cognitive B... (2 pages)View decision -
Decision Reference DRN-5148005
25 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5148005 The complaint Mr G complains that Capital One (Europe) plc lent to him irresponsibly. What happened Over the years Mr G has had four accounts with Capital One: Account Account Number ending Event date Event Credit limit Account status Account 1 3550 9 Dec 2003 Account openi... (4 pages)View decision -
Decision Reference DRN-5339233
25 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339233 Complaint Ms O has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5309807
24 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5309807 The complaint Mr S complains that TSB Bank plc blocked his account when he attempted to make a purchase. He’s also unhappy about the customer service he received when he contacted the bank. What happened Mr S holds a credit card with TSB. On 3 August 2024 Mr S attempted to p... (3 pages)View decision -
Decision Reference DRN-5287626
24 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5287626 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Car Finance, has terminated the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Oodle Car Fi... (3 pages)View decision
