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-5875040
15 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5875040 The complaint Mr G complains that Vanquis Bank Limited (‘Vanquis’) blocked a transaction on his credit card and didn’t explain why this had happened. Mr G’s unhappy with how his complaint was investigated and addressed. He’d like a formal written apology and £350 compensatio... (2 pages)View decision -
Decision Reference DRN-5885000
15 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5885000 The complaint Mr C is unhappy with the decision by AXA Insurance UK Plc (AXA) to decline his storm claim. He’s unhappy with the inspection process and the explanation of the cause of damage. AXA were providing a home insurance policy. What happened Mr C made a claim when a s... (4 pages)View decision -
Decision Reference DRN-5867896
15 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5867896 The complaint Mr B, via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not rep... (3 pages)View decision -
Decision Reference DRN-5867905
15 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5867905 The complaint Mr B, via a representative, has complained that MBNA Limited (“MBNA”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Ins... (3 pages)View decision -
Decision Reference DRN-5740966
15 Oct 2025 EE Limited UpheldConsumer CreditDRN-5740966 The complaint Miss H has complained about the way EE Limited handled things off the back of her buying two devices using fixed sum loan agreements with it. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in ... (2 pages)View decision -
Decision Reference DRN-5807894
15 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5807894 The complaint Mr B complains that NewDay Ltd (“NewDay”) wrongfully changed the interest rate on a credit card he held with them. What happened Mr B held a credit card account with NewDay since October 2022. In June 2023, NewDay wrote to Mr B and said: “Due to the changing... (3 pages)View decision -
Decision Reference DRN-5795338
15 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5795338 The complaint P, a limited company, complains about Ageas Insurance Limited’s handling of their subsidence claim. P is represented by one of their directors, Mr I. Any reference to Ageas includes the actions of its agents. What happened In October 2021, P took out a landl... (2 pages)View decision -
Decision Reference DRN-5819493
15 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5819493 The complaint Mr and Mrs F complain about the way AXA Insurance UK Plc has handled a claim they made on their home insurance policy for damage caused by subsidence. As Mr F has been the main correspondent for the claim and complaint, I’ve only referred to him in this decisio... (3 pages)View decision -
Decision Reference DRN-5643066
15 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5643066 The complaint P, a limited company, complains about Ageas Insurance Limited’s decision to turn down their subsidence claim. P is represented by one of their directors, Mr I. Any reference to Ageas includes the actions of its agents. What happened In October 2021, P took o... (4 pages)View decision -
Decision Reference DRN-5848336
15 Oct 2025 Hollybeck Limited Not upheldMortgagesDRN-5848336 The complaint Mr and Mrs L complain that Hollybeck Limited misled them about the interest rates available on a lifetime mortgage. What happened Mr and Mrs L have a lifetime mortgage with a lender I’ll call M. It was originally taken out in 2022, following advice from Hollybe... (3 pages)View decision