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-5678474
9 Sep 2025 Coutts & Company Not upheldBanking and PaymentsDRN-5678474 The complaint Mr C is unhappy with Coutts & Company. Over the past few years Mr C has been involved in legal proceedings abroad. Mr C said he signed a limited authorisation allowing Coutts to disclose personal account details for a strict three month period. Mr C said Co... (3 pages)View decision -
Decision Reference DRN-5631766
9 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5631766 The complaint Mr B is unhappy that AXA PPP Healthcare Limited (AXA) declined his private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr B took ou... (3 pages)View decision -
Decision Reference DRN-5528888
9 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5528888 The complaint Miss B says Sainsbury's Bank Plc irresponsibly lent to her. What happened Miss B took out a loan for £13,000 over 60 months on 13 March 2022. The APR was 10.9% and the monthly repayments were £278.72. Miss B says proper checks were not done before she rece... (3 pages)View decision -
Decision Reference DRN-5707280
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5707280 The complaint Miss G complains that Moneybarn No. 1 Ltd (“Moneybarn”) unfairly entered into a conditional sale agreement with her and didn’t support her when she had difficulties managing it. What happened Miss G was provided with finance for a car in June 2023. The cash pr... (3 pages)View decision -
Decision Reference DRN-5606916
9 Sep 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5606916 The complaint Mr B and Mrs B are unhappy Casualty & General Insurance Company (Europe) Ltd (C&G) declined a claim they made under their Structural Warranty Policy. Any references to C&G include its agents. What happened Mr B and Mrs B purchased a flat in a conv... (4 pages)View decision -
Decision Reference DRN-5571651
9 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5571651 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a Vanquis credit card in August 2021. In his application, Mr W gave a household income... (4 pages)View decision -
Decision Reference DRN-5779378
9 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5779378 The complaint Miss C says Bank of Scotland plc trading as Halifax (‘Halifax’), irresponsibly lent to her. She thinks that Halifax shouldn’t have allowed her to have a credit card and Halifax ought not to have increased the credit limit on it. She also complains that Halifax... (4 pages)View decision -
Decision Reference DRN-5431411
9 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5431411 The complaint Mr W complains that TSB Bank plc (TSB) is unable to issue correct statements showing a missing transaction. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary Mr W is unhappy with a disc... (3 pages)View decision -
Decision Reference DRN-5740744
9 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5740744 The complaint Mrs O complains that Barclays Bank UK PLC (‘Barclays’), trading as Tesco Bank, irresponsibly granted her two credit cards that she couldn’t afford to repay. What happened Mrs O entered into an agreement with Barclays to have access to credit with two credit ca... (5 pages)View decision -
Decision Reference DRN-5726196
9 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5726196 The complaint Mrs G complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Mrs G applied for a Virgin Money balance transfer credit card in July 2022. In her application, Mrs G said she earne... (3 pages)View decision