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-5840129
8 Oct 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5840129 The complaint Mr D is unhappy the contactless feature on his card wasn’t working and when he told PSI- Pay (Pockit) this, they cancelled his card without telling him. What happened The facts of this complaint are well known to both sides, so I’ve summarised them below. On ... (3 pages)View decision -
Decision Reference DRN-5585003
8 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5585003 The complaint Mr C is complaining that Lendable Ltd trading as Lendable lent to him irresponsibly by providing him with a personal loan. What happened In December 2022, Lendable approved Mr C’s application for a £1,000 loan. The agreement required him to make 24 monthly repa... (4 pages)View decision -
Decision Reference DRN-5655709
8 Oct 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5655709 The complaint Mrs M complains about West Bay Insurance Plc (“WBI”) and their continued decision to decline cover for certain items of her content’s insurance claim, following a theft at her property. Mrs M also complains about the service WBI provided to her when assessing t... (4 pages)View decision -
Decision Reference DRN-5783263
8 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5783263 The complaint Mrs R complains PayPal UK Ltd won’t refund her for a purchase she made. What happened Mrs R bought three items online from a fairly large retailer, and returned two of the items as she thought they were not as described. Mrs R raised a buyer protection claim... (2 pages)View decision -
Decision Reference DRN-5681766
8 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5681766 The complaint Mr U is unhappy with how Bank of Scotland plc, trading as Halifax (Halifax) handled a chargeback raised to recover the cost of goods he purchased using his debit card. What happened In mid-June 2024 Mr U purchased a car diagnostic tool costing £2,700 through a... (3 pages)View decision -
Decision Reference DRN-5765870
8 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5765870 The complaint Mr S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance recorded adverse information on his credit file in relation to his personal loan and registered a default. Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance was p... (3 pages)View decision -
Decision Reference DRN-5865834
8 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5865834 The complaint Mr E complains that Aviva Insurance Limited declined a claim on his legal expenses insurance policy and complains about the way it dealt with the claim. Where I refer to Aviva Insurance Limited, this includes its agents and claims handlers acting on its behalf.... (3 pages)View decision -
Decision Reference DRN-5866169
8 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5866169 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) won’t refund the money he lost as a result of what he believes was a property investment scam. Mr R brings his complaint with the assistance of a professional representative. For ease of reading wi... (3 pages)View decision -
Decision Reference DRN-5808892
8 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5808892 The complaint Mr C has complained about Admiral Insurance (Gibraltar) Limited’s decision to settle a claim under his car insurance policy as a shared 50%50% fault basis. What happened In April 2024 Mr C was involved in a collision with a third party vehicle (TPV). Admiral de... (3 pages)View decision -
Decision Reference DRN-5867635
8 Oct 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5867635 The complaint Mr P has complained that AXA PPP Healthcare Limited provided misleading information in relation to a private medical insurance policy that has left him out of pocket. What happened Mr P’s membership of the policy was provided by his employer as part of a group... (4 pages)View decision