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-5740213
27 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5740213 The complaint Mr W is unhappy that American Express Service Europe Limited wouldn’t move a purchase he made at the end of his statement period to the next statement. What happened On 5 June 2025, Mr W called AmEx because he was considering making a purchase that day and he w... (2 pages)View decision -
Decision Reference DRN-5720607
27 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5720607 The complaint Mr L complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) didn’t do enough to stop gambling payments leaving his account. What happened The circumstances of this complaint are well known to both parties, so I will just outline key events here. ... (3 pages)View decision -
Decision Reference DRN-5751244
27 Aug 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5751244 The complaint Ms S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim in relation to dental treatment which she paid for with credit it provided. What happened In July 2023 Ms S entered into a five-year fixed sum loan agreement with HFL to fun... (4 pages)View decision -
Decision Reference DRN-5658938
27 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5658938 The complaint Miss H complains that AXA Insurance UK Plc has limited her claim settlement and refused to cover alternative accommodation following a claim she made for flood damage to her property. Reference to Miss H and AXA throughout includes their respective agents and/... (6 pages)View decision -
Decision Reference DRN-5778086
27 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5778086 The complaint Mr S complains Bank of Scotland plc trading as Halifax (BoS) lent to him irresponsibly when they approved his application for an overdraft, and subsequent limit increases. He also complains they failed to adequately monitor his use of the overdraft. What happe... (3 pages)View decision -
Decision Reference DRN-5629570
27 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5629570 The complaint Mr R has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a mobile phone insurance policy. What happened Mr R made a claim when he experienced a battery issue with his phone. D&G carried out multiple repairs on t... (2 pages)View decision -
Decision Reference DRN-5456310
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5456310 The complaint Mr B complains that Lloyds Bank PLC (‘Lloyds’) are no longer sending him transaction notifications in the way it used to. What happened Mr B had a current account with Lloyds. He said he began using the Lloyds mobile banking app towards the end of 2024 and ini... (3 pages)View decision -
Decision Reference DRN-5775713
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775713 The complaint Miss F complains that Nationwide Building Society lent to her irresponsibly. What happened Miss F has had a current account with Nationwide for several years. An overdraft was added to the account and later increased as follows: Date Credit limit Increase / de... (4 pages)View decision -
Decision Reference DRN-5778265
27 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5778265 The complaint Mrs A’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy. Mrs A says that Covea have treated her unfairly. What happened The background to this complaint is well known to both parties. As such I won’t repeat it here. Instead, ... (4 pages)View decision -
Decision Reference DRN-5729805
27 Aug 2025 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-5729805 The complaint Mr B complains about how Ocaso SA, Compania de Seguros y Reaseguros handled a claim he made following damage to his property. Reference to Ocaso includes its agents. What happened Mr B benefits from a buildings insurance policy as the leaseholder of a property.... (4 pages)View decision
