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 369228 results
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Decision Reference DRN-5642560
25 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5642560 The complaint Mr and Mrs S complain about AXA Insurance UK Plc’s handling of a claim they made under their home insurance policy. AXA has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of AXA’s agents as being its own. Wh... (3 pages)View decision -
Decision Reference DRN-5589697
25 Jun 2025 Phoenix Life Limited Not upheldInsuranceDRN-5589697 The complaint Mrs C has complained that Phoenix Life Limited mis-sold an income protection policy to her in 1997. What happened Mrs C had an income protection insurance policy with Phoenix (previously a different insurer). Phoenix is responsible for any complaints about the ... (2 pages)View decision -
Decision Reference DRN-5580882
25 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5580882 The complaint Mr C complains TransUnion International UK Limited is reporting incorrect information on his credit file. What happened Around January 2024 Mr C contacted TransUnion to say a company I’ll refer to as N were recording missed payments on his credit file for Novem... (3 pages)View decision -
Decision Reference DRN-4948527
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-4948527 The complaint Mrs K complained about the way NewDay Ltd dealt with a claim for a refund for services she bought using her credit card. What happened Mrs K is represented in her complaint by her husband. But to keep things simple I have referred to all submissions and action... (6 pages)View decision -
Decision Reference DRN-5531064
25 Jun 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5531064 The complaint Mrs M’s complained that West Bay Insurance Plc settled her motor insurance claim on a 50/50 basis, even though she says she wasn’t at fault. What happened Towards the end of 2023, Mrs M was involved in a road traffic accident. She was making a right turn when ... (2 pages)View decision -
Decision Reference DRN-5634165
25 Jun 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5634165 The complaint Mrs B complains that a car acquired under a Personal Contract Purchase (PCP) agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“Audi Finance”) was misrepresented to her. What happened The parties are familiar with th... (4 pages)View decision -
Decision Reference DRN-5191193
25 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5191193 The complaint Mr Q complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr Q met an individual on a dating app, I will refer to them as X. He began messaging with X outside of the dating app and they build a connection. They also talked abo... (3 pages)View decision -
Decision Reference DRN-5615941
25 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5615941 The complaint Miss F complains MBNA Limited is incorrectly reporting two missed payments to credit reference agencies. 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 o... (2 pages)View decision -
Decision Reference DRN-5644708
25 Jun 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5644708 The complaint A company which I’ll call ‘H’ complains that Barclays Bank Plc (trading as Barclaycard) behaved unreasonably when it suspended their account. The complaint is brought on H’s behalf by one of their directors, Mr S. What happened For ease of understanding I’ve ... (6 pages)View decision -
Decision Reference DRN-5473011
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473011 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened On 4 June 2014, Mr A applied for and received a credit card with Aqua. He was given a credit limit of £250 which changed over time as follows: Date Limit increase / decreas... (5 pages)View decision
