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 375868 results
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Decision Reference DRN-5781274
28 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5781274 The complaint Mr C is unhappy that American Express Services Europe Limited (“AmEx”) won’t upgrade his companion voucher and with the information presented by AmEx surrounding that. What happened Mr C held an AmEx credit card account on which he qualified for an airline comp... (4 pages)View decision -
Decision Reference DRN-5743669
28 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5743669 The complaint Mr P complains about the response of Aviva Insurance Limited (‘Aviva’) to a claim he made under his home emergency insurance policy. Aviva are the underwriters (insurers) of this policy. Much of Mr P’s dissatisfaction concerns the actions of Aviva’s appointed a... (3 pages)View decision -
Decision Reference DRN-5607412
28 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5607412 The complaint Mr K is unhappy with the way Lloyds Bank General Insurance Limited trading as Bank of Scotland (“LBG”) handled his claim and the settlement it offered. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I thin... (4 pages)View decision -
Decision Reference DRN-5704766
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5704766 The complaint Mr K complains that Nationwide Building Society didn’t give him enough information in a text alert about a direct debit payment due and he had to phone up about this. What happened Mr K explains that the text alert only gave initials for the direct debit origin... (2 pages)View decision -
Decision Reference DRN-5780526
28 Aug 2025 Zenauto Limited UpheldConsumer CreditDRN-5780526 The complaint Mrs B complains about the quality of a new car she acquired through a hire agreement with Zenauto Limited (‘Zenauto’). Mrs B says that the car wasn’t of satisfactory quality. Zenauto has now agreed that this is the case, and it has offered to pay compensation. ... (4 pages)View decision -
Decision Reference DRN-5780693
28 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5780693 The complaint Mr A complains about American Express Services Europe Limited (AESEL) incorrectly and unfairly charging him for a reversed transaction after he closed his account with them. Also, about the poor service they provided. What happened The detailed background to t... (9 pages)View decision -
Decision Reference DRN-5415537
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5415537 The complaint Ms N complains that HSBC UK Bank Plc trading as HSBC UK did not reimburse the money she lost to a scam. What happened Ms N was interested in investing and in September 2022 she received an email from a self- help guru she’d had previous dealings with which set ... (5 pages)View decision -
Decision Reference DRN-5483311
28 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5483311 The complaint Miss F says that Santander Consumer (UK) Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that she was a stude... (4 pages)View decision -
Decision Reference DRN-5501419
28 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5501419 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a condi... (3 pages)View decision -
Decision Reference DRN-5666853
28 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5666853 The complaint Mr F has complained that AXA Insurance UK Plc didn’t offer to renew his motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Ou... (2 pages)View decision
