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 393318 results
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Decision Reference DRN-5780478
24 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5780478 The complaint Mr K complains that American Express Services Europe Limited (‘Amex’) aren’t recording his credit card payments in their app and won’t provide evidence he hasn’t overpaid. Mr K wants Amex to undertake an audit and pay him £100 for the hassle he’s been caused. ... (2 pages)View decision -
Decision Reference DRN-5651676
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5651676 The complaint Ms H has complained about the price her let property insurer AXA Insurance UK Plc charged her at renewal. She is also unhappy about it recording a claim against her, which she thinks influenced the high renewal premium. What happened Ms H held insurance with A... (2 pages)View decision -
Decision Reference DRN-5424264
24 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5424264 The complaint Mr P complains that Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) failed to undertake a reasonable assessment of his creditworthiness, prior to lending to him. Mr P is represented in this complaint by a claims management company but, for ease, I’ll r... (5 pages)View decision -
Decision Reference DRN-5414720
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5414720 The complaint Mr P complains that Lloyds Bank PLC (“Lloyds”), have failed to refund money that he lost as part of an investment scam. What happened Mr P came across a company that purported to be an investment firm but was actually a scammer that I will call C. Mr P was pers... (2 pages)View decision -
Decision Reference DRN-5353014
24 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5353014 The complaint Ms B complains that PayPal UK Ltd (“PayPal”) won’t refund the money she believes she lost to a scam. What happened Ms B has said she’s lost $5,600 to an online scam. Ms B made two sperate payments of $2,800, a month apart, to pay for a web design and marketing ... (3 pages)View decision -
Decision Reference DRN-5838033
24 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5838033 The complaint Mr C is unhappy with the decision made Admiral Insurance (Gibraltar) Limited following a claim made under his car insurance policy. What happened Mr C made a claim under his car insurance policy following an incident involving his car. The facts of Mr C’s claim ar... (3 pages)View decision -
Decision Reference DRN-5735317
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5735317 The complaint Mrs M has complained that AXA Insurance UK Plc declined a claim she made for storm damage to her roof and subsequent internal water damage. What happened Mrs M held a home insurance policy underwritten by AXA. In November 2024 Mrs M made a claim to AXA for sto... (4 pages)View decision -
Decision Reference DRN-5838534
24 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5838534 The complaint Mrs L is unhappy with the way in which Vitality Health Limited has applied the outpatient benefit limit under her private health insurance policy (‘the policy’), and the service she received. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-5716246
24 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5716246 The complaint Mr R complains that PayPal UK Ltd defaulted his account. What happened Mr R had a PayPal Credit account. He agreed a repayment plan of £50 per month. In October 2024, Mr R checked his credit report and discovered his PayPal account was about to be recorded as i... (2 pages)View decision -
Decision Reference DRN-5838516
24 Sep 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5838516 The complaint Mr P is complaining that Tandem Motor Finance Limited trading as Tandem shouldn’t have lent to him – he says the lending was unaffordable. What happened In April 2025, Mr P borrowed £27,372 from Tandem to finance the purchase of a vehicle. He didn’t pay a depos... (5 pages)View decision