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 401363 results
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Decision Reference DRN-6092992
17 Mar 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6092992 The complaint Mr M is unhappy with AXA PPP Healthcare Limited’s (trading as AXA Health) decision to decline his claim. What happened Mr M has private medical insurance with AXA. He’d been receiving physiotherapy treatment, which AXA approved, however, AXA declined to pay the... (2 pages)View decision -
Decision Reference DRN-6165008
17 Mar 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6165008 The complaint Mr P complains that Bank of Scotland plc trading as Halifax (Halifax) acted irresponsibly when they provided him with an overdraft facility. Mr P says the lending was unaffordable. What happened Date Existing Limit Increase New Limit 13 November 2017 £750N/A N... (6 pages)View decision -
Decision Reference DRN-6214373
17 Mar 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6214373 The complaint Mr C complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. Had better checks been made than it would’ve seen he couldn’t afford to take on further borrowing. What happen... (4 pages)View decision -
Decision Reference DRN-5867783
17 Mar 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5867783 The complaint Mr J complains about the price quoted by Intact Insurance UK Limited (“Intact”) to renew his home insurance policy. What happened Mr J received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year. Mr J compl... (3 pages)View decision -
Decision Reference DRN-5990486
17 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5990486 The complaint N has complained about how Starling Bank Limited (Starling) handled a refund claim they made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the... (2 pages)View decision -
Decision Reference DRN-6207258
17 Mar 2026 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-6207258 The complaint P complains eBay Commerce UK Ltd (Commerce) is holding its money. What happened P was told by eBay Marketplace (marketplace) it was closing its selling account. Commerce then told P it would hold onto the money in its marketplace balance, over £14,000, for 190 ... (3 pages)View decision -
Decision Reference DRN-6229126
17 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6229126 The complaint Mrs M and Mr M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (12 pages)View decision -
Decision Reference DRN-6089670
17 Mar 2026 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-6089670 The complaint X is unhappy that Hyundai Capital UK Limited trading as Hyundai Finance misrepresented a fixed sum loan agreement to him. What happened In March 2023, X was supplied with a new car through a fixed sum loan agreement with Hyundai. He paid an advance payment of ... (3 pages)View decision -
Decision Reference DRN-6228790
17 Mar 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6228790 The complaint Mr B has complained about Zurich Insurance Company Limited’s decision to turn down his claim under his marine (craft) insurance policy. Any reference to Zurich includes its agents and trading names. What happened Mr B made a claim for the theft of items which... (2 pages)View decision -
Decision Reference DRN-6119051
17 Mar 2026 AWP P&C S.A. Not upheldInsuranceDRN-6119051 The complaint Mr M and Mrs M complain AWP P&C S.A. (AWP) cancelled their travel insurance policy after they declared their medical conditions. This complaint has been brought by both Mr M and Mrs M, but as Mr M has been leading on this complaint, and for ease, I’ve refer... (3 pages)View decision