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 380824 results
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Decision Reference DRN-5887019
16 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5887019 The complaint Mr F complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) unfairly closed his credit card account and cancelled the direct debit. What happened Mr F had a personal credit card account with AESEL. In June 2024, when Mr F’s company went into liquidati... (4 pages)View decision -
Decision Reference DRN-5657658
16 Oct 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5657658 The complaint Miss T has complained that Aviva Protection UK Limited unfairly declined her critical illness claim and cancelled her policy. Miss T has been supported in her complaint by a claims management company (CMC). References in this decision to comments and submission... (3 pages)View decision -
Decision Reference DRN-5887664
16 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5887664 The complaint Mr L’s complaint is about a claim he made on his AmTrust Specialty Limited (‘Amtrust’) legal expenses insurance policy. In this decision all references to Amtrust include their claims handlers. What happened I issued a provisional decision in respect of Mr L’s ... (4 pages)View decision -
Decision Reference DRN-5577442
16 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5577442 The complaint I – a limited company complains Wise Payments Limited unfairly closed its account and withheld funds. I is represented by its directors – Mr I and Mr Z. I will manly refer to Mr I in this complaint. What happened The detailed background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-5604022
16 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5604022 The complaint Mr W is unhappy with the service provided by AXA Insurance UK Plc (AXA) following a claim made on his home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. AXA has ac... (2 pages)View decision -
Decision Reference DRN-5686367
16 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5686367 The complaint Miss A complains about the salvage category applied to her car and the amount Advantage Insurance Company Limited (Advantage) has charged for retention of her car following a total loss claim she made on her car insurance policy. Reference to Advantage includes... (4 pages)View decision -
Decision Reference DRN-5884473
16 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5884473 The complaint Mr H has complained about the actions taken and about the service provided by Aviva Insurance Limited (‘Aviva’) in relation to a home emergency policy. For the avoidance of doubt the term ‘Aviva’ includes reference to Aviva’s agents and representatives for the ... (5 pages)View decision -
Decision Reference DRN-5762794
16 Oct 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5762794 The complaint W, a limited company, complains that Stripe Payments UK Limited closed their account, and returned funds to the original payer. They’d like the money returned to them. What happened W held a merchant services account with Stripe, to receive card payments. But ... (2 pages)View decision -
Decision Reference DRN-5864189
16 Oct 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5864189 The complaint Mr W complains HDI Global Specialty SE (HDI) declined the claim he made under his home insurance policy. What happened The circumstances of this complaint are well known to both parties and so I’ve not repeated them in detail here. To summarise in June 2024 ... (3 pages)View decision -
Decision Reference DRN-5794153
16 Oct 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5794153 The complaint Mr L complains that Barclays Bank UK PLC lent to him irresponsibly. What happened Mr L took out two loans from Barclays. The first, in November 2021, was for £8,500 over 60 months and the monthly repayments were £234.14. The second, in March 2022, was for £15,0... (3 pages)View decision
