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 360982 results
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Decision Reference DRN-5330554
12 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5330554 The complaint Mr C complains that Vanquis Bank Limited have irresponsibly lent to him. What happened Mr C was approved for a Vanquis credit card in November 2017 with a £250 credit limit. The credit limit was increased to £500 in February 2018, and the credit limit was incre... (3 pages)View decision -
Decision Reference DRN-5389373
12 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5389373 The complaint Miss W has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2023, Miss W entered into a 25 month fixed sum loan ag... (4 pages)View decision -
Decision Reference DRN-5301052
12 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5301052 The complaint Mr J complains that Vanquis Bank Limited trading as Vanquis Card irresponsibly lent to him. Mr J is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by ... (3 pages)View decision -
Decision Reference DRN-5389290
12 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5389290 The complaint Mr P and Mrs P complain Bank of Scotland plc trading as Halifax treated them unfairly when it closed their accounts without clear notice and a proper explanation. What happened Mr P and Mrs P held joint accounts with Halifax. I will mainly refer to Mr P in the... (3 pages)View decision -
Decision Reference DRN-5341080
12 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5341080 The complaint Miss I complains Vanquis Bank Limited have unfairly recorded missed payments on her credit file, while she was on a repayment plan. What happened In May 2024, Miss I contacted Vanquis as she was unable to make her minimum monthly repayment towards her credit c... (3 pages)View decision -
Decision Reference DRN-5335552
12 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5335552 The complaint Mrs G has complained that AXA PPP Healthcare Limited hasn’t fully covered the cost of her treatment under a private medical insurance policy. What happened In March 2024 AXA confirmed that it would provide cover for Mrs G to see a consultant. She then needed t... (2 pages)View decision -
Decision Reference DRN-5302418
12 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5302418 The complaint Mr S complains about the handling of a claim made on a legal expenses insurance policy he held with ARAG Legal Expenses Insurance Company Limited (ARAG). What happened Mr S had a long running legal dispute with a neighbour, and his legal expenses were being cov... (3 pages)View decision -
Decision Reference DRN-4946357
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4946357 The complaint Mr P complains about the quality of a new motorbike he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). Mr P says that the bike wasn’t of satisfactory quality as he has had problems with it since he acquired it. Wha... (4 pages)View decision -
Decision Reference DRN-5387779
12 Mar 2025 Pure Retirement Limited UpheldMortgagesDRN-5387779 The complaint Ms F’s complaint is about a lifetime mortgage she has with Pure Retirement Limited. She is unhappy that Pure wants an adult relative who has moved in with her to sign an occupier’s consent form (OCF), waiving any rights they may have to the property as a reside... (8 pages)View decision -
Decision Reference DRN-5237049
12 Mar 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5237049 The complaint Mr Y is unhappy with Skrill Limited’s decision to close his account and not allow him to withdraw the remaining funds. What happened Mr Y opened an account with Skrill in August 2021 and made deposits into it. In January 2024, Skrill decided to review how Mr ... (3 pages)View decision
