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 376696 results
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Decision Reference DRN-5781734
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5781734 The complaint Mr M complains about the service he received from American Express Services Europe Limited when asking for help to get a refund for a transaction paid on his credit card. What happened In November 2024, Mr M booked flights paying with his American Express cred... (4 pages)View decision -
Decision Reference DRN-5786305
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5786305 The complaint Miss D complains about the service she received from American Express Services Europe Limited when she asked for help in getting a refund for a transaction made on her credit card. What happened In November 2024, Miss D purchased a television from a supplier I... (4 pages)View decision -
Decision Reference DRN-5645470
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5645470 The complaint Mr A complains about how U K Insurance Limited (UKI) dealt with a claim under his motor insurance policy following an accident, specifically UKI deciding liability for the accident would be split on a 50/50 basis and the time taken to arrive at their decision. ... (4 pages)View decision -
Decision Reference DRN-5542448
1 Sep 2025 Vanguard Asset Management, Ltd Not upheldPensions and AnnuitiesDRN-5542448 The complaint Mr P complains that Vanguard Asset Management Ltd trading as Vanguard (“Vanguard”) treated him unfairly when it changed the charging basis for the pension account that he held with the firm. What happened Mr P held pension savings with Vanguard. At the time he ... (3 pages)View decision -
Decision Reference DRN-5659873
1 Sep 2025 Mortgage Next Network Limited UpheldMortgagesDRN-5659873 The complaint Mr and Mrs L complain that an appointed representative of Mortgage Next Network Limited (“MNN”) mis-sold their mortgage. What happened In 2019 Mr and Mrs L got mortgage advice from a mortgage broker in MNN’s network as they wanted to buy a new build property. T... (4 pages)View decision -
Decision Reference DRN-5486360
1 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5486360 The complaint Mrs B complains that Vanquis Bank Limited provided her with an unaffordable credit card. Mrs B’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened Vanquis provided ... (4 pages)View decision -
Decision Reference DRN-5676623
1 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5676623 The complaint Mr I complains that Bank of Scotland plc trading as Halifax are sending him payment notifications that he hasn’t requested. What happened Mr I has held a credit card account with Halifax since March 2022. In or around March 2025 Mr I began receiving notificatio... (2 pages)View decision -
Decision Reference DRN-5785959
1 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5785959 The complaint Mr H has complained about the quality of a car provided on finance by Creation Consumer Finance Ltd. What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised the events here. Creation supplied Mr H with a used car o... (6 pages)View decision -
Decision Reference DRN-5704461
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5704461 The complaint Mr T has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AmEx”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In November 2022, Mr T bought a sofa suite from a third-party s... (5 pages)View decision -
Decision Reference DRN-5484753
1 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5484753 The complaint Mr J complains that Capital One (Europe) plc, lent to him irresponsibly when they provided him with two credit cards in 2020. What happened In February 2020, and December 2020, Mr J was provided with a credit card by Capital One. Each card had a £200 credit li... (4 pages)View decision
