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
-
Decision Reference DRN-5688243
15 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5688243 The complaint Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (16 pages)View decision -
Decision Reference DRN-5580838
15 Jul 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5580838 The complaint Miss B complains that FAIRMEAD INSURANCE LIMITED (FIL) has failed to fairly handle her claim made for damage to her property following damage resulting from subsidence. Miss B feels avoidable delays have been added to the claim process which impacted her financ... (4 pages)View decision -
Decision Reference DRN-5566027
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5566027 The complaint Mr P complains that Revolut Ltd permitted payments to gambling platforms despite the warning signs of his gambling addiction and its duty to help vulnerable customers. Mr P doesn’t feel he was adequately protected by Revolut from financial distress, and he wan... (4 pages)View decision -
Decision Reference DRN-5616454
15 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5616454 The complaint Mr G complains that American Express Services Europe Limited trading as American Express (AESEL) misinformed him regarding earning a Companion Voucher. What happened Mr G holds a credit card with AESEL. The account includes a benefit whereby a Companion Voucher... (3 pages)View decision -
Decision Reference DRN-5523848
15 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5523848 The complaint Mr J complains Aviva Insurance Limited (Aviva) declined the claim he made under his plumbing and drainage insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr J held a plumbing ... (3 pages)View decision -
Decision Reference DRN-5593110
15 Jul 2025 Unum Ltd UpheldInsuranceDRN-5593110 The complaint Mrs M has complained that Unum Ltd declined her income protection claim. What happened Mrs M is a member of a group income protection policy through her employer. Benefit is payable after a deferred period of 26 weeks if an employee meets the policy definition ... (3 pages)View decision -
Decision Reference DRN-5690255
15 Jul 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5690255 The complaint Mrs D complains Home Retail Group Card Services Limited trading as Argos Financial Services ("Argos”) irresponsibly lent to her. Mrs D is represented by a professional third party, but I’ll mostly refer to Mrs D throughout for ease of reference. What hap... (3 pages)View decision -
Decision Reference DRN-5513628
15 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5513628 The complaint Mr J complains about the quality of a used car he acquired through a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (‘Black Horse’). Mr J says the car has been in an accident and the damage from this has been poorly repair... (4 pages)View decision -
Decision Reference DRN-5565937
15 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5565937 The complaint Mr P complains that Santander UK Plc permitted payments to gambling platforms despite his being registered with a self-exclusion website excluding all GB licensed gambling operators. Mr P doesn’t feel he was adequately protected by Santander from financial dis... (4 pages)View decision -
Decision Reference DRN-5652485
15 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5652485 The complaint Mr P complains about how Santander UK Plc (‘Santander’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with mini... (5 pages)View decision
