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 369228 results
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Decision Reference DRN-5553953
18 Jun 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5553953 The complaint Mr P complains that Lloyds Bank PLC won’t extend the term of his interest-only mortgage and that it began legal action to recover the debt after saying it wouldn’t do so. What happened Mr P took out his interest-only mortgage with Lloyds in 2003. He borrowed £4... (3 pages)View decision -
Decision Reference DRN-5625464
18 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5625464 The complaint Miss J complains about the level of service provided by Ageas Insurance Limited following an escape of water claim under a buildings insurance policy. Reference to Ageas include its agents. What happened I issued a provisional decision on 30 May 2025. I set out... (4 pages)View decision -
Decision Reference DRN-5618461
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5618461 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s service following a claim he made on his motor insurance policy. Mr C says that Admiral unfairly required him to pay an excess, provided an unsuitable courtesy car and delayed its claim handling. What... (3 pages)View decision -
Decision Reference DRN-5433575
18 Jun 2025 Western Provident Association Limited UpheldInsuranceDRN-5433575 The complaint Mr F has complained that Western Provident Association Limited (trading as WPA) declined a claim he made on a private medical insurance policy. What happened Mr F purchased the policy in September 2023. He was diagnosed with osteoarthritis in June 2024 and req... (4 pages)View decision -
Decision Reference DRN-5361279
18 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5361279 The complaint Mr R through his representative complains that Moneybarn No 1 Limited lent to him without carrying out the proper checks and using this finance he purchased a car which he could not afford to repay. What happened Mr R used the regulated conditional sale agreeme... (2 pages)View decision -
Decision Reference DRN-5628824
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5628824 The complaint Mr K is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative. What happened Both parties are familiar with the circumstances of the scam... (5 pages)View decision -
Decision Reference DRN-5327100
18 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5327100 The complaint Miss B has complained about American Express Service Europe Limited’s (AESEL) handling of her refund claims. What happened Miss B used her AESEL credit card to make several purchases with a supplier I shall call “T”. However various items weren’t delivered corr... (5 pages)View decision -
Decision Reference DRN-5203718
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5203718 The complaint Miss D has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she lost after falling victim to a scam. What happened Miss D found a cryptocurrency investment scheme from an online group she was a member of. However... (3 pages)View decision -
Decision Reference DRN-5302057
17 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5302057 The complaint Ms K and Mr S complain that AXA Insurance UK Plc (“AXA”) unfairly declined a claim they made for damage to their home. What happened In January 2024 Ms K and Mr S claimed under their HomeProtect policy with AXA, when they discovered water was entering the insur... (3 pages)View decision -
Decision Reference DRN-5548667
17 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5548667 The complaint Ms S complains that Moneybarn No. 1 Limited (“Moneybarn”) entered into a Conditional Sale agreement with her when it was unaffordable. She has complained using a professional representative, but I’ll refer to Ms S throughout. What happened In April 2021, Ms S ... (4 pages)View decision
