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-5368052
11 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5368052 The complaint Ms R complains that the car she acquired through Black Horse Limited trading as Land Rover Financial Services (“BHL”) wasn’t of satisfactory quality, and she wants to be compensated for the problems she’s had to endure. What happened Ms R entered into a PCP cre... (4 pages)View decision -
Decision Reference DRN-5679266
11 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5679266 The complaint Miss M complains American Express Services Europe Limited (‘Amex’) irresponsibly lent to her. Miss M also complains about the way Amex handled a Payment Break Plan – as a result of which her account was defaulted and her credit file has been impacted. What ha... (7 pages)View decision -
Decision Reference DRN-5577678
11 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5577678 The complaint Ms L complains about AXA PPP Healthcare Limited’s handling of her private health insurance policy. What happened Ms L held a private health insurance policy with AXA, and the policy was due to renew on 2 August 2024. In short, Ms L complains that AXA withheld... (3 pages)View decision -
Decision Reference DRN-5626454
11 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5626454 The complaint Mr A has complained about the way Stellantis Financial Services UK Limited recorded information on his credit file in relation to a car finance agreement. What happened The circumstances surrounding the complaint are well known to the parties so I won’t go ove... (2 pages)View decision -
Decision Reference DRN-5687527
11 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5687527 The complaint Mr A complains that a flight he booked for himself and his family was cancelled. He says that, because he paid using his Amex credit card, it should provide him with a refund or suitable compensation. What happened In January 2024 Mr A booked a trip for himself... (3 pages)View decision -
Decision Reference DRN-5618566
11 Jul 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5618566 The complaint Mr S complains that Tradex Insurance Company PLC (‘Tradex’) settled a third party claim made on his motor insurance policy, and it didn’t communicate the outcome of the claim to him. What happened In February 2024, Mr S was involved in a road traffic accident ... (4 pages)View decision -
Decision Reference DRN-5332644
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5332644 The complaint Mrs M complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Mrs M is being represented by a third party. To keep things simple, I will refer to Mrs M throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5565628
11 Jul 2025 Wakam UpheldInsuranceDRN-5565628 The complaint Mr K and Mrs T complain about Wakam and the service they received following a claim they made on their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (6 pages)View decision -
Decision Reference DRN-5648274
11 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5648274 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr A applied for a credit card with Aqua in August 2016. In his application, Mr A said he was ear... (3 pages)View decision -
Decision Reference DRN-5627454
11 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5627454 The complaint Mr A complains Royal & Sun Alliance Insurance Limited turned down a claim he made on his landlord rent protection policy. What happened In 2023 Mr A issued his tenant with an eviction notice and she stopped paying rent. That followed concerns he’d raised ab... (3 pages)View decision
