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 401363 results
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Decision Reference DRN-5641776
23 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5641776 The complaint Mrs D complains that NewDay Ltd didn’t sufficiently check whether she could sustain the repayments before they agreed to lend to her. What happened In September 2020 Mrs D applied for a credit card with NewDay. Her application was successful and NewDay issued h... (4 pages)View decision -
Decision Reference DRN-5687580
23 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5687580 The complaint Mr B made a claim on his motor insurance policy with U K Insurance Limited (‘UKI’). He says it’s garage didn’t ensure that all the necessary repairs to his car were completed. What happened Mr B’s car was damaged in an accident. He got it back from UKI’s garag... (2 pages)View decision -
Decision Reference DRN-5712845
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5712845 The complaint Mr F complained about the way Santander UK Plc dealt with a claim for money back for a hotel stay he paid for using his credit card. What happened The circumstances of the complaint are familiar to both parties, so I’ll summarise the key points. Mr F booked a... (5 pages)View decision -
Decision Reference DRN-5322793
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322793 THE COMPLAINT Ms D complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost due to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I wil... (3 pages)View decision -
Decision Reference DRN-5203512
23 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5203512 The complaint Mr M complains that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited (SFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my ... (4 pages)View decision -
Decision Reference DRN-5832218
23 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5832218 The complaint Mr B has complained about the amount that AXA Insurance UK Plc has offered to settle a claim he made under his buildings insurance policy. Reference to Mr B and AXA includes their respective agents and representatives. What happened The circumstances of this ... (7 pages)View decision -
Decision Reference DRN-5728858
23 Sep 2025 Prestige Finance Limited Not upheldMortgagesDRN-5728858 The complaint Mr T complains that Prestige Finance Limited has asked him to pay fees and charges it says he owes on his second charge secured loan. He says it hasn’t satisfactorily explained how this balance arose and remains outstanding now the loan term has ended. What ha... (3 pages)View decision -
Decision Reference DRN-5834107
23 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5834107 The complaint Mr S complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks which wasn’t sustainable and was detrimental to his financial well-being. What happened Mr S was granted a runn... (5 pages)View decision -
Decision Reference DRN-5781349
23 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5781349 The complaint Miss S complains about the outcome of a claim she made to Bank of Scotland plc trading as Halifax in respect of a holiday which was not as expected. What happened In June 2023, Miss S paid a total of £2,579.48 using her Halifax credit card for a packaged holid... (6 pages)View decision -
Decision Reference DRN-5834030
23 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5834030 The complaint Ms P complains about service issues related to a finance agreement that she has with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’). What happened The background to this complaint is well known to both parties so I’ll only summarise ... (2 pages)View decision