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-5745290
13 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5745290 The complaint Mr M complains about American Express Services Europe Limited (“AMEX”) incorrectly cancelling a credit card he held with them. What happened Mr M held a credit card account with AMEX. In March 2025, Mr M paid money into his credit card account. Mr M said he c... (3 pages)View decision -
Decision Reference DRN-5740620
13 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5740620 The complaint Miss T says Loans 2 Go Limited irresponsibly lent to her. What happened Miss T took out an 18-month instalment loan for £600 from Loans 2 Go on 28 January 2023. The monthly repayments were £123.33. Miss T says Loans 2 Go should not have lent to her – she was a... (3 pages)View decision -
Decision Reference DRN-5828369
13 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5828369 The complaint Ms K complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) closed her credit card account without notifying her. What happened Ms K says that AESEL closed her credit card account, which has caused her to lose out on rewards points. She says she didn’t... (2 pages)View decision -
Decision Reference DRN-5821356
13 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5821356 The complaint Mr and Mrs S complain that Inter Partner Assistance SA (“IPA”) declined a claim under their travel insurance policy. What happened Mr and Mrs S bought a single trip travel insurance policy on 15 November 2024 to cover a trip abroad between 1 January and 17 Feb... (2 pages)View decision -
Decision Reference DRN-5854646
13 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5854646 The complaint Mrs W is unhappy that Aviva Insurance Limited has declined her valuables insurance claim for a lost bracelet. What happened The parties are familiar with the background to this complaint, so I don’t intend to set it out in detail here. In summary, Mrs W lost he... (3 pages)View decision -
Decision Reference DRN-5860525
13 Oct 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5860525 The complaint Mr G is unhappy with the charges being applied by Volvo Car UK Limited after he returned a car that had been supplied to him under a hire agreement. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chrono... (3 pages)View decision -
Decision Reference DRN-5534396
13 Oct 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5534396 The complaint F, a limited company, complains that ClearBank Limited won’t refund payments made as part of a scam. F has a business banking account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent business here. For simplicity, I... (3 pages)View decision -
Decision Reference DRN-5877177
13 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5877177 The complaint Mrs S complains Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined her claim on her leisure home insurance policy and provided her with poor customer service. All references to Accredited include its agents. Mrs S has a representative in this co... (6 pages)View decision -
Decision Reference DRN-5850462
13 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5850462 The complaint Mr H complains about the actions of AXA Insurance UK Plc after he made a claim under a buildings insurance policy. AXA are the underwriters (insurers) of this policy, but much of Mr H’s dissatisfaction is with AXA’s appointed agents. As AXA have accepted respon... (3 pages)View decision -
Decision Reference DRN-5766947
13 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5766947 The complaint Mr P complains that the Co-operative Bank P.L.C. didn’t raise Direct Debit Indemnity (DDI) claims when he asked it to, discriminated against him, and have closed his accounts. What happened Mr P contacted Co-op because there were direct debits in favour of two ... (2 pages)View decision