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 380824 results
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Decision Reference DRN-5324455
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5324455 The complaint Mr R complains Santander UK Plc (“Santander”) closed his accounts without providing a proper explanation. And by doing so, has failed to reasonably consider his circumstances. Mr R is also unhappy about the service Santander provided. He wants Santander to cha... (4 pages)View decision -
Decision Reference DRN-5751297
28 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5751297 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AmEx”) declined his claim under Section 75 of the Consumer Credit Act 1974. What happened In January 2025, Mr B ordered some glasses from a supplier I’ll refer to as H. He paid £696 for the it... (4 pages)View decision -
Decision Reference DRN-5875644
28 Oct 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5875644 The complaint Mr B and Ms N are unhappy that Inter Partner Assistance SA (IPA) declined a cancellation claim made on their single trip travel insurance policy (‘the policy’). They cancelled a holiday booked within the UK because of Mr B’s illness (which resulted in him being... (2 pages)View decision -
Decision Reference DRN-5900452
28 Oct 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5900452 The complaint Mr B complains that FIRST RESPONSE FINANCE LIMITED (“FRF”) failed to compensate hm for the cost of a hire vehicle and for his distress and inconvenience. What happened In April 2024 Mr B acquired a used vehicle at a cost of £12,750. It was funded by a hire purc... (2 pages)View decision -
Decision Reference DRN-5867716
28 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5867716 The complaint Mr B argues that charges applied at the end of his hire agreement with Volkswagen Financial Services (UK) Limited (VWFS) , trading as Skoda Financial Services, were unfair. He would like these waived. What happened The details of this complaint are well known ... (2 pages)View decision -
Decision Reference DRN-5717051
28 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5717051 Complaint Mr S complains about the settlement Admiral Insurance (Gibraltar) Limited paid him following a claim on his motor insurance policy. Reference to Admiral includes all its agents. What happened Mr S has a motor insurance policy with Admiral. When his car was invol... (3 pages)View decision -
Decision Reference DRN-5702023
28 Oct 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5702023 The complaint Miss S complains that Capital One (Europe) plc irresponsibly lent to her. Miss S is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss S ... (4 pages)View decision -
Decision Reference DRN-5730344
28 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5730344 The complaint Mr G complained that MotoNovo Finance Limited gave him incorrect information in relation to a fraud marker. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G tried to acquire a car in... (3 pages)View decision -
Decision Reference DRN-5710153
28 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5710153 The complaint Miss D was unhappy that costs associated with rectifying poor workmanship were recorded against her claim. She said these have unfairly impacted her future insurance premiums. Miss D had a home insurance policy with AXA Insurance UK Plc (“AXA”). What happened Fo... (3 pages)View decision -
Decision Reference DRN-5719235
28 Oct 2025 Equifax Limited Not upheldConsumer CreditDRN-5719235 The complaint Mr R complains Equifax Limited is reporting incorrect information on his credit file and hasn’t complied with various obligations when dealing with his complaint. What happened Around April 2025 Mr R became aware an account with a company I’ll refer to as A wa... (4 pages)View decision
