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-5723940
18 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5723940 The complaint Mr I complains that U K Insurance Limited (UKI) rejected his claim made on his motor insurance policy and cancelled his policy. He wants his claim paid. What happened Mr I said his parked car was hit by another driver and he provided photographs taken at the s... (3 pages)View decision -
Decision Reference DRN-5623082
18 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5623082 The complaint Mrs S complains that Wise Payments Limited won’t refund payments she made as part of a scam. Mrs S has used a representative to bring her complaint, but for ease of reading, I’ll mostly just refer to and will ascribe the representative’s comments to Mrs S. Wh... (3 pages)View decision -
Decision Reference DRN-5746225
18 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5746225 The complaint Miss O complains that Inter Partner Assistance SA (IPA) didn’t complete a satisfactory repair to her laptop following a claim. What happened Miss P raised a claim with IPA after her laptop stopped working following water damage. IPA arranged for Miss O’s laptop... (2 pages)View decision -
Decision Reference DRN-5641251
18 Aug 2025 AXA France IARD UpheldInsuranceDRN-5641251 The complaint Mr P has complained after he made a claim under his Guaranteed Asset Protection (“GAP”) insurance policy with AXA France IARD (AXA). AXA have delegated the claim and complaint management for Mr P’s case, but for ease I will refer to all actions and comments as ... (2 pages)View decision -
Decision Reference DRN-5495489
18 Aug 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5495489 The complaint Mr A complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly agreed to lend to him by way of a loan agreement he couldn’t afford to repay. What happened In November 2022, Mr A took out a personal loan in the form of a fixed sum loan agreement with Vanqui... (3 pages)View decision -
Decision Reference DRN-5727095
18 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5727095 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (‘the Lender’), acted unfairly and unreasonably by 1. Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (‘CCA’... (3 pages)View decision -
Decision Reference DRN-5720238
18 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5720238 The complaint Miss O is unhappy with AMERICAN EXPRESS SERVICES EUROPE LIMITED’s (‘Amex’) handling of her credit cards and Amex’s customer service. For the purposes of this decision I will refer to the two credit cards as Miss O’s Blue Card and Gold Card. What happened Miss... (3 pages)View decision -
Decision Reference DRN-5168556
18 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5168556 The complaint Ms A is unhappy that HSBC UK Bank PLC haven’t refunded the full amount of money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (3 pages)View decision -
Decision Reference DRN-5744604
18 Aug 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5744604 The complaint Mr W complains about a fixed sum loan agreement he took out with Telefonica UK Limited trading as O2. What happened In April 2024, Mr W says he saw an advertisement for a deal with Telefonica, where they offered to provide a set of wireless headphones for £20, ... (5 pages)View decision -
Decision Reference DRN-5491249
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5491249 The complaint Mrs M complains that Revolut Ltd won’t refund her the money she lost in a fake rental scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I have simply summarised what I consider to be the key events. On 11 Novemb... (3 pages)View decision