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-5498542
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5498542 The complaint Mr C complains that HSBC UK Bank Plc trading as First Direct (First Direct) closed his accounts, without providing a proper explanation. What happened Mr C had a current account and savings accounts with First Direct. In October 2024, First Direct decided to ... (3 pages)View decision -
Decision Reference DRN-5782941
22 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5782941 The complaint Ms J complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) did not properly pursue a chargeback or accept her section 75 Consumer Credit Act 1974 (“s.75”) claim. What happened Ms J booked flights to an overseas destination with an airline. She has e... (2 pages)View decision -
Decision Reference DRN-5609454
22 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5609454 The complaint With the help of a professional representative (PR) Mr T complains that Oodle Financial Services Limited trading as Oodle Car Finance lent to him irresponsibly. For ease, I’ll mainly refer to the actions of the PR as being those of Mr T. What happened Mr T ente... (3 pages)View decision -
Decision Reference DRN-5830726
22 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5830726 The complaint Mr T’s complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined. Mr T says Allianz treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5692775
22 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5692775 The complaint Mr D complains that esure Insurance Limited (“esure”) should pay his claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered with a “68” plate. In June 2... (3 pages)View decision -
Decision Reference DRN-5797406
22 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5797406 The complaint Ms R complains that Starling Bank Limited failed to pursue a chargeback. What happened On 31 December 2024 Ms R took her pet to a veterinary surgery due to it having a blocked bladder. The vet’s clinical summary states that a catheter was used successfully. The... (3 pages)View decision -
Decision Reference DRN-5536007
22 Sep 2025 EE Limited UpheldConsumer CreditDRN-5536007 The complaint Miss O has complained about the way EE Limited arranged a fixed sum loan agreement she took out to buy a device. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summ... (2 pages)View decision -
Decision Reference DRN-5690584
22 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5690584 The complaint Miss O complains American Express Services Europe Limited (Amex) failed to conduct sufficient financial checks before it approved a credit card account for her. What happened Miss O says in June 2023 Amex approved a credit card account for her with a £4,000 cre... (3 pages)View decision -
Decision Reference DRN-5727582
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5727582 The complaint Mr A complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-5830898
22 Sep 2025 National House-Building Council UpheldInsuranceDRN-5830898 The complaint Mr W is unhappy with delays caused by National House-Building Council (NHBC) during a claim he made under his Buildmark policy for defects with his home. What happened In 2023 Mr W raised various issues with his property to the developer. In January 2024, NHBC... (2 pages)View decision
