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 381196 results
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Decision Reference DRN-5588804
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5588804 The complaint Mr K complains American Express Services Europe Limited (AESL) unfairly blocked and closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-5660186
23 Jul 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5660186 The complaint Miss W complains that Virgin Media Mobile Finance Limited added late payment markers to her credit file and passed her account to a debt collection agency. What happened In April 2022 Miss W entered a 36 month contract with Virgin Media for an iPhone 13 with pa... (3 pages)View decision -
Decision Reference DRN-5469670
23 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5469670 The complaint Ms H complains that Royal & Sun Alliance Insurance Limited (‘RSA’) turned down her building insurance claim. What happened Ms H holds building insurance cover with RSA. At the rear of her garden there’s a retaining wall which runs alongside a river/brook. ... (4 pages)View decision -
Decision Reference DRN-5331380
23 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5331380 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Oodle Financial Services Limited trading as Oodle Car Finance. What happened Around 31 May 2023 Mr B entered a hire purchase agreement with Oodle to acquire a used car. The car is... (4 pages)View decision -
Decision Reference DRN-5469755
23 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5469755 The complaint Mrs K complains that AXA Insurance UK Plc turned down her landlord buildings insurance claim. What happened Mrs K holds landlord buildings insurance cover with AXA for a property she rents out. At the rear of the garden there’s a retaining wall which runs alon... (4 pages)View decision -
Decision Reference DRN-5510460
23 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5510460 The complaint Mrs M complains AXA Insurance UK Plc trading as Moja (AXA) unfairly settled a claim on her motor insurance policy. AXA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As AXA have accepted i... (3 pages)View decision -
Decision Reference DRN-5620772
23 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5620772 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) deciding again... (15 pages)View decision -
Decision Reference DRN-5143914
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5143914 The complaint Mr M has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again in full here. Instead, I will focus on giving the reasons for my decisi... (4 pages)View decision -
Decision Reference DRN-5469751
23 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5469751 The complaint Mr and Mrs L complain that Lloyds Bank General Insurance Limited turned down their building insurance claim and then refused to renew their policy. What happened Mr and Mrs L held building insurance cover with Lloyds Bank. At the rear of their garden there’s a... (5 pages)View decision -
Decision Reference DRN-5469580
23 Jul 2025 Metro Bank PLC Not upheldMortgagesDRN-5469580 The complaint Mrs L complains that Metro Bank PLC charged her an early repayment charge (ERC) after it declined her application to port her mortgage to a new property. What happened Mrs L took out a mortgage with Metro in 2023. She borrowed just over £230,000 over a term of ... (2 pages)View decision
