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-5632479
8 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5632479 The complaint Mrs K, who is represented by a third party, complains that Santander Consumer (UK) Plc, trading as Mazda Financial Services (“Mazda Financial Services”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In Novem... (3 pages)View decision -
Decision Reference DRN-5327697
8 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5327697 The complaint Mr H and Mrs H, who operate as a business partnership, are unhappy that Lloyds Bank PLC undertook collections and recoveries procedures on the partnership’s accounts and used money in the partnerships business current account (“BCA”) to reduce the balance outst... (4 pages)View decision -
Decision Reference DRN-5651620
8 Oct 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5651620 The complaint Mr B says that after he made a claim on his motor insurance policy, First Central Insurance Management Limited unfairly delayed in paying him a settlement sum for his stolen car. What happened Mr B’s car and a van he used for work were stolen from his driveway ... (2 pages)View decision -
Decision Reference DRN-5868774
8 Oct 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5868774 The complaint Mr M has complained that Hutchison 3G UK Limited trading as Three (“Three”) is holding him liable for a credit agreement that was taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over every... (3 pages)View decision -
Decision Reference DRN-5755755
8 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5755755 The complaint Mr B and Mrs B have complained that AXA Insurance UK Plc (AXA) recorded details of enquiries they made with it as claims under their home insurance policy. What happened Mr B and Mrs B contacted their current insurer, a different company to AXA, to make a clai... (3 pages)View decision -
Decision Reference DRN-5571188
8 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5571188 The complaint Mrs G complains that information wasn’t disclosed to her during the sales process when she acquired a car under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”). What happened Both parties are familiar with the background of this complaint ... (3 pages)View decision -
Decision Reference DRN-5857766
8 Oct 2025 JPMorgan Chase Bank, National Association Not upheldBanking and PaymentsDRN-5857766 The complaint Mr S complains that JP Morgan Chase Bank, National Association (Chase) failed to inform him that using MasterCard was less competitive regarding foreign exchange rates than Visa. What happened Mr S contacted Chase in June 2025. He complained that over the past ... (2 pages)View decision -
Decision Reference DRN-5830176
8 Oct 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5830176 The complaint Miss C believes PayPal UK Ltd (PayPal) acted irresponsibly when it approved her credit card application. What happened In August 2021 Miss C applied for a credit card with PayPal. This application was approved with a credit limit of £2,500. The credit limit wa... (5 pages)View decision -
Decision Reference DRN-5849241
8 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5849241 The complaint Mr J’s complained that Aviva Life & Pensions UK Limited unfairly declined the claim he made after he’d suffered a heart attack and cancelled his policy. What happened In 2021, with the help of a broker, Mr J applied to Aviva for a life and critical illness ... (3 pages)View decision -
Decision Reference DRN-5833026
8 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5833026 The complaint Mr S complains that American Express Services Europe Limited (Amex) unfairly discriminated against him when it increased the interest rate on his account. What happened Mr S has an Amex credit card. In May 2025, he received a letter from Amex which explained th... (2 pages)View decision