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-5583421
15 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5583421 The complaint Miss V is unhappy with AXA PPP Healthcare Limited trading as AXA Health (AXA) for the following reasons: • The policy features on her private medical insurance policy were mis-sold to her. • Her claim was declined. • AXA caused administrative delays and impact.... (3 pages)View decision -
Decision Reference DRN-5782637
15 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5782637 The complaint Mr S complains about how Lloyds Bank PLC act when they have concerns about a transaction on an account. What happened Mr S raised a complaint with Lloyds because he was unhappy about how Lloyds had handled matters when they had concerns about a transaction on h... (2 pages)View decision -
Decision Reference DRN-5781861
15 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781861 The complaint Mr H complains about the repairs that AXA Insurance UK Plc carried out on his motorhome following a claim made on his motor insurance policy. He wants sufficient compensation for his loss of enjoyment and the trouble and upset caused. What happened Mr H’s motor... (3 pages)View decision -
Decision Reference DRN-5752561
15 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5752561 The complaint S, a limited company, complains that Santander UK Plc have declined to refund them for payments they now believe to be fraudulent. They’d like the funds returned to them. S has appointed representatives to help with this complaint. But for ease of reading, I’l... (4 pages)View decision -
Decision Reference DRN-5785758
15 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5785758 The complaint Mr K complains Haven Insurance Company Limited (Haven) has declined the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In January 2025 Mr K repo... (3 pages)View decision -
Decision Reference DRN-5681760
15 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5681760 The complaint Mr G and Mrs K complain Accelerant Insurance Europe SA/NV UK Branch unfairly avoided their property owners insurance policy and didn’t deal with a claim. Reference to Accelerant include its agents. What happened Mr G and Mrs K own a commercial property. The pro... (3 pages)View decision -
Decision Reference DRN-5762992
15 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5762992 The complaint Mr S complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (5 pages)View decision -
Decision Reference DRN-5818338
15 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5818338 The complaint Miss S complains about a car supplied under a hire purchase agreement, provided by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened Around February 2024 Miss S acquired a used car under a hire purchase agreement with SMF. The car is listed with a cash pr... (8 pages)View decision -
Decision Reference DRN-5818539
15 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5818539 The complaint Mr G is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel cryptocurrency investment scam. He was contacted by scammers offering ... (6 pages)View decision -
Decision Reference DRN-5248707
15 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5248707 The complaint Mr T complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Mr T says he contacted EE to upgrade a mobile telephone handset used by his partner, and also bought some accessories. The device ... (3 pages)View decision