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 369227 results
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Decision Reference DRN-5254222
30 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5254222 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) didn’t uphold his claim for a faulty sofa under Section 75 of the Consumer Credit Act 1974 (Section ( ! + , What happened On 18 August 2023 Mr G bought a sofa set using his credit card with HSBC. He paid £1800 for ... (3 pages)View decision -
Decision Reference DRN-5351124
30 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5351124 The complaint Mr S complains that Transunion International UK limited (TU) allowed false information to be recorded onto his credit file because they failed to validate it properly. What happened Mr S raised a dispute with TU when he saw a default recorded on his credit file... (2 pages)View decision -
Decision Reference DRN-5574256
30 Jun 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5574256 The complaint Mr K is unhappy that Tesco Personal Finance Limited (‘Tesco’) took a direct debit payment when he’d already paid his credit card bill. Mr K complains Tesco won’t clearly explain why this happened. What happened Mr K received his credit card statement which as... (4 pages)View decision -
Decision Reference DRN-5646434
30 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5646434 The complaint Miss D has complained about AXA PPP Healthcare Limited declining a claim she made on a private medical insurance policy. What happened In December 2024 Miss D had a platelet rich plasma (PRP) injection due to having painful tennis elbow. AXA had declined to p... (3 pages)View decision -
Decision Reference DRN-5512468
30 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5512468 The complaint Miss B complains Secure Trust Bank Plc trading as Moneyway (Moneyway) irresponsibly entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Miss B took out a hire p... (6 pages)View decision -
Decision Reference DRN-5588885
30 Jun 2025 Clydesdale Financial Services Limited Not upheldInsuranceDRN-5588885 The complaint Mrs T has complained about Clydesdale Financial Services Limited trading as Barclays Partner Finance. Mrs T believes she was mis-sold a GAP motor insurance policy. A representative has supported Mrs T in bringing this complaint, but for simplicity I’ve just ref... (2 pages)View decision -
Decision Reference DRN-5571111
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5571111 The complaint Mrs G complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) lent to her irresponsibly. What happened Mrs G opened a credit card account with Barclays on 17 July 2018 with a credit limit of £1,200 and there were no further increases to this limi... (3 pages)View decision -
Decision Reference DRN-5635785
29 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5635785 The complaint Mr L complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim he made under a group income protection policy. Specifically, he says L&G hasn’t sought reasonable medical evidence and has placed unfair reliance o... (6 pages)View decision -
Decision Reference DRN-5600616
29 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5600616 The complaint Mr N complains that AXA Insurance UK Plc trading as Swiftcover unfairly cancelled his motor insurance policy. What happened Mr N took out a car insurance policy with Swiftcover in November 2024. He was asked to provide evidence of his No Claims Discount entitle... (2 pages)View decision -
Decision Reference DRN-5616419
29 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5616419 The complaint Mr and Mrs T have complained that Zurich Insurance PLC unfairly rejected a claim they made for storm damage under their home insurance policy. Mr and Mrs T are being represented in their complaint by ‘W’. What happened Mr and Mrs T made a claim for storm damage... (2 pages)View decision
