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 374385 results
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Decision Reference DRN-5610696
12 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5610696 The complaint Ms F complains that Santander UK Plc sent her documents by post despite her explicit instructions not to do so. What happened In early December 2024, Ms F contacted Santander as she needed to know the gross interest figures on her accounts for her tax return. W... (3 pages)View decision -
Decision Reference DRN-5749113
12 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5749113 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bei... (4 pages)View decision -
Decision Reference DRN-5746538
12 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5746538 The complaint Mrs M is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In September 2022, Mrs M was supplied with a us... (4 pages)View decision -
Decision Reference DRN-5749056
12 Aug 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5749056 The complaint Mrs S complains that JAJA FINANCE LTD (JAJA) declined her claim for a payment made using her JAJA credit card. What happened My provisional decision of 30 July 2025 set out the background to this complaint: “In March 2024, Mrs S bought tickets for a concert due... (4 pages)View decision -
Decision Reference DRN-5748874
12 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5748874 The complaint Miss E is unhappy with how HSBC UK Bank Plc have reported her overdraft to the credit reference agencies (CRA) and said there were problems setting up a payment plan. What happened I issued my provisional findings to both parties setting out why I thought Miss... (5 pages)View decision -
Decision Reference DRN-5748996
12 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748996 Complaint Miss B has complained about a credit card and the subsequent credit limit increases NewDay Ltd (trading as “Aqua”) provided to her. She says that the credit card and the limit increases were unaffordable for her and left her financially disadvantaged. Background A... (5 pages)View decision -
Decision Reference DRN-5747453
12 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5747453 The complaint Mr and Mrs T complain AXA Insurance UK Plc didn’t settle a claim for fire damage against their home insurance policy fairly. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair ... (3 pages)View decision -
Decision Reference DRN-5748613
12 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5748613 The complaint Mr M has complained about the service received from Vanquis Bank Limited. What happened My provisional decision of 23 July 2025 set out the background to this complaint: “Mr M has made several numbered complaint points about Vanquis that I’ll summarise: • Compl... (6 pages)View decision -
Decision Reference DRN-5683096
12 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5683096 The complaint Mr D says esure Insurance Limited unfairly avoided his motor insurance policy and declined a claim he made on it based on a misrepresentation it said he’d made. What happened In 2024, Mr D reported the theft of his car to esure. In validating the claim, esure n... (2 pages)View decision -
Decision Reference DRN-5685100
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5685100 The complaint Mr W complains about the service provided by Lloyds Bank PLC when it blocked a payment he wanted to make until he completed further security checks. To put things right Mr W would like Lloyds to pay him financial compensation. What happened On 10 February 202... (3 pages)View decision
