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 370904 results
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Decision Reference DRN-5607278
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5607278 The complaint Ms B complains NewDay Ltd Trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms B says she applied for a credit card with NewDay around three years ago at a time when she was... (3 pages)View decision -
Decision Reference DRN-5651860
2 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5651860 The complaint Mr W has complained through a representative that Lendable Ltd trading as Autolend (“Lendable”) gave him loans which he couldn’t afford to repay. What happened A summary of Mr W’s loans can be found below. loan number loan amount total to pay APR start date n... (5 pages)View decision -
Decision Reference DRN-5451484
2 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5451484 The complaint Mr and Mrs D have complained that BUPA Insurance Limited won’t agree for Mrs D to see a particular therapist under a claim made on a private medical insurance policy. As it is Mrs D leading on the complaint, I will mostly just be referring to her in this decis... (3 pages)View decision -
Decision Reference DRN-5318632
2 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5318632 The complaint Mr and Mrs S complain that Santander UK Plc didn’t honour the fixed interest rate they had applied for in August 2022. They also complain that they weren’t made aware their mortgage had been migrated to a new system. What happened Mr and Mrs S took out a buy-to... (5 pages)View decision -
Decision Reference DRN-5658986
2 Jul 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5658986 The complaint Mr M has complained through a representative that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan without carrying out sufficient affordability checks. What happened A summary of Mr M’s credit limits can be found in the table below. loan... (3 pages)View decision -
Decision Reference DRN-5463274
2 Jul 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5463274 The complaint Mrs W complains Vanquis Bank Limited irresponsibly provided her with an unaffordable credit card. Mrs W’s complaint has been referred to us by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened V... (5 pages)View decision -
Decision Reference DRN-5563531
2 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5563531 The complaint Mr M complains about AXA Insurance UK Plc (“AXA”) and their decision to decline the claim he made on his home insurance policy, following an escape of water which caused significant damage to his property. What happened The claim and complaint circumstances are... (6 pages)View decision -
Decision Reference DRN-5495947
2 Jul 2025 Equifax Limited Not upheldConsumer CreditDRN-5495947 The complaint Mr L complains Equifax Limited was reporting incorrect information on his credit file. What happened In 2023 Mr L was contacted by a utilities company, I’ll refer to as T, asking him to pay a bill for a property he no longer lived at. Mr L disputed this with T ... (4 pages)View decision -
Decision Reference DRN-5481444
2 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5481444 The complaint Mr N complains that esure Insurance Limited (esure) unfairly avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr N took out a motor insurance policy with esure through a price comparison site. Whe... (3 pages)View decision -
Decision Reference DRN-5223841
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223841 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Miss M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some k... (4 pages)View decision
