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 370903 results
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Decision Reference DRN-5385551
20 Jun 2025 Openwork Limited UpheldInvestmentsDRN-5385551 The complaint Mr S complains that he was given unsuitable advice to invest in a portfolio by a representative of Openwork Limited trading as The Openwork Partnership. What happened In 2021 a representative of Openwork advised Mr S to invest £60,000 in the Openwork Graphene C... (6 pages)View decision -
Decision Reference DRN-5600069
20 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5600069 The complaint Mr Y complains about NewDay Ltd, trading as John Lewis Credit Card, refusing his request to increase his credit limit and not giving him the reason. What happened Mr Y has had a credit card with NewDay since October 2022 with a credit limit of £5,000. Mr Y say... (2 pages)View decision -
Decision Reference DRN-5634831
20 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5634831 The complaint Mr T complains that Santander UK Plc blocked his credit card when he was attempting to purchase some crypto currency (crypto). He said he’s lost out on around £2,000 as a result. Mr T is represented in bringing this complaint, but for ease, I’ll refer to all a... (3 pages)View decision -
Decision Reference DRN-5290924
20 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5290924 The complaint Mr P complains that Phoenix Life Limited trading as Standard Life (“Standard Life”) gave an incorrect value of his pension within his online account. In addition, Mr P is unhappy with their approach when he contacted them to resolve the issue. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5249124
20 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5249124 The complaint O complains about a payment dispute raised to American Express Services Europe Limited (Amex) in respect of a garage not received in full and not fit for purpose. O is a limited company, and the complaint has been brought by its director. For ease, I will refer... (3 pages)View decision -
Decision Reference DRN-5618352
20 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5618352 The complaint Mr P complains that AXA Insurance UK Plc (AXA) prematurely and unfairly settled a claim against his motor insurance policy. He added that it unreasonably reduced his no claims discount (NCD) as a result and refused to reimburse the proportion of his unused prem... (4 pages)View decision -
Decision Reference DRN-5345167
20 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5345167 The complaint Miss R complains that Moneybarn No. 1 Limited (Moneybarn) lent to her irresponsibly. What happened On 30 July 2018, Miss R entered into a conditional sale agreement with Moneybarn as shown below, to buy a used car. The agreement was voluntarily terminated in J... (3 pages)View decision -
Decision Reference DRN-5469539
20 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5469539 The complaint Mr K complains that Advantage Finance Ltd irresponsibly provided him with an unaffordable hire purchase agreement. Mr K’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as though they are his own. ... (4 pages)View decision -
Decision Reference DRN-5576334
20 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576334 The complaint Mr and Ms R complain about U K Insurance Limited’s handling of a claim under their home insurance policy. U K Insurance Limited (UKI) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of UKI’s agents as bei... (6 pages)View decision -
Decision Reference DRN-5537951
20 Jun 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5537951 The complaint Mrs B and Ms O have complained about the way Astrenska Insurance Limited (trading as Collinson) handled a claim they made on a travel insurance policy. As it is Ms O leading on the complaint, I will mostly just be referring to her in this decision. What happe... (2 pages)View decision
