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 381196 results
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Decision Reference DRN-5735317
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5735317 The complaint Mrs M has complained that AXA Insurance UK Plc declined a claim she made for storm damage to her roof and subsequent internal water damage. What happened Mrs M held a home insurance policy underwritten by AXA. In November 2024 Mrs M made a claim to AXA for sto... (4 pages)View decision -
Decision Reference DRN-5838534
24 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5838534 The complaint Mrs L is unhappy with the way in which Vitality Health Limited has applied the outpatient benefit limit under her private health insurance policy (‘the policy’), and the service she received. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-5716246
24 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5716246 The complaint Mr R complains that PayPal UK Ltd defaulted his account. What happened Mr R had a PayPal Credit account. He agreed a repayment plan of £50 per month. In October 2024, Mr R checked his credit report and discovered his PayPal account was about to be recorded as i... (2 pages)View decision -
Decision Reference DRN-5838516
24 Sep 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5838516 The complaint Mr P is complaining that Tandem Motor Finance Limited trading as Tandem shouldn’t have lent to him – he says the lending was unaffordable. What happened In April 2025, Mr P borrowed £27,372 from Tandem to finance the purchase of a vehicle. He didn’t pay a depos... (5 pages)View decision -
Decision Reference DRN-5144617
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5144617 The complaint Mr S is unhappy that he’s not received a refund following a complaint to his bank Lloyds Bank PLC. What happened Mr S employed the services of J – a builder. He says he knew him to be a genuine builder who lived in the local village, with his details passed on... (5 pages)View decision -
Decision Reference DRN-5833450
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5833450 The complaint Mr H complains about the way Lloyds Bank PLC dealt with his requests for a payment arrangement and that it allowed his ex-partner access to his current account. What happened In 2023, Mr H reached out to Lloyds over the phone for help with managing his overdraf... (4 pages)View decision -
Decision Reference DRN-5762441
24 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5762441 The complaint Miss B is unhappy with how U K Insurance Limited trading as Privilege Home Insurance (UKI) settled a claim made for storm damage under her buildings insurance policy. Any reference to UKI includes its agents. What happened In February 2025, Miss B phoned UKI ... (3 pages)View decision -
Decision Reference DRN-5838462
24 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5838462 The complaint Mr M’s complaint is about the lack of assistance he received from Great Lakes Insurance UK Limited under his travel insurance policy (‘the policy’) after he injured his knee abroad. All reference to Great Lakes includes its agents and medical assistance team. ... (2 pages)View decision -
Decision Reference DRN-5144619
24 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5144619 The complaint Mr S is unhappy with how Starling Bank responded, after he raised a scam claim. What happened Mr S employed the services of a builder – J. Ultimately that relationship broke down leaving Mr S with incomplete and unsatisfactory work. He contacted Starling and w... (3 pages)View decision -
Decision Reference DRN-5838282
24 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5838282 The complaint Mrs R is unhappy that Santander UK Plc won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs R fell victim to a task-based job scam in which sh... (4 pages)View decision
