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 392389 results
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Decision Reference DRN-5791061
16 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5791061 The complaint Mr C complains that Nationwide Building Society made payments by standing order after he’d tried to cancel it and about the service he received from the Nationwide representative. What happened Mr C tried to cancel a standing order payable to a relative in Marc... (2 pages)View decision -
Decision Reference DRN-5552651
16 Oct 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5552651 The complaint Mr S complains Propel Holdings (UK) Limited trading as Quid Market irresponsibly lent to him. What happened Mr S took seven loans with Quid Market as follows: Loan No. Loan Amount Agreement date Settlement date Term (months) Monthly repayment 1 £40011/01/2021... (7 pages)View decision -
Decision Reference DRN-5887696
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5887696 The complaint Mr P complains that NewDay Ltd (NewDay) has treated him unfairly in relation to its obligations with regard to payments made using his credit card, and the handling of his account. What happened Mr P made a number of transactions using his credit card in Septem... (5 pages)View decision -
Decision Reference DRN-5870757
16 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5870757 The complaint Mr and Mrs H complain about the decline of their home insurance claim by Aviva Insurance Limited. Much of Mr and Mrs H’s dissatisfaction relates to the actions of agents that were acting on behalf of Aviva. As Aviva have accepted responsibility for their agent’... (3 pages)View decision -
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