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 381196 results
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Decision Reference DRN-5350135
1 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5350135 The complaint Mr C complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr C applied for a credit card with Vanquis in January 2012. In his application, Mr C said he was a homemaker and that there was a household... (3 pages)View decision -
Decision Reference DRN-5367481
1 Apr 2025 Everest Insurance (Ireland) Designated Activity Company UpheldInsuranceDRN-5367481 The complaint Mr D and Miss W complain about Everest Insurance (Ireland) Designated Activity Company’s offer of settlement for their travel insurance claim. My references to Everest include its claim handling agent. What happened Miss W has travel insurance through her empl... (5 pages)View decision -
Decision Reference DRN-5359754
1 Apr 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5359754 The complaint Mr C complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mr C when talking about him or his representative. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5136931
1 Apr 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5136931 The complaint Mr R and the estate of Mrs R complain that Red Sands Insurance Company (Europe) Limited turned down a medical expenses claim Mrs R made on a travel insurance policy. Mr R and the estate of Mrs R are represented by Mr L. What happened The background to this comp... (4 pages)View decision -
Decision Reference DRN-5195619
1 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5195619 The complaint Mrs M complains that Santander UK Plc didn’t do enough to protect her when she says she was the victim of an investment scam. Mrs M is supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened ... (4 pages)View decision -
Decision Reference DRN-5356353
1 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5356353 The complaint Mr R complains about the courtesy car provided by Aviva Insurance Limited after he made a claim on his motor insurance policy. He’s also unhappy with delays in recovering his policy excess and the premium quoted for his policy renewal. He wants Aviva to compens... (3 pages)View decision -
Decision Reference DRN-5390713
1 Apr 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5390713 The complaint Mr O complains about the quality of a car he has been financing through an agreement with Blue Motor Finance Ltd (Blue Motor). What happened Mr O took receipt of a used car in December 2023. He financed the deal through a hire purchase agreement with Blue Motor... (3 pages)View decision -
Decision Reference DRN-5446134
1 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5446134 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in November 2016. In his application, Mr B said he was emplo... (3 pages)View decision -
Decision Reference DRN-4971400
1 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4971400 The complaint Mr L complains about the decision taken by Lloyds Bank PLC to decline his claim for a refund in respect of a payment he made using his Lloyds credit card account. What happened On 8 July 2023, Mr L ordered a watch using his Lloyds credit card. Mr L’s credit car... (3 pages)View decision -
Decision Reference DRN-5381695
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5381695 The complaint Mr P complains that Barclays Bank UK PLC trading as Tesco Bank reduced his credit limit. What happened Mr P holds a credit card with Tesco Bank. He took out the card in March 2021 and was given an initial credit limit of £1400. On 13 November 2024 the credit li... (2 pages)View decision
