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 375868 results
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Decision Reference DRN-4473277
8 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4473277 The complaint Ms F complains about a reviewable whole of life policy, provided by a business for which Aviva Life and Pensions UK Limited (“Aviva”) is now responsible. Mrs F is unhappy with the outcome of the review of the policy carried out in 2021, which asked her to pay d... (3 pages)View decision -
Decision Reference DRN-5802401
8 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5802401 The complaint Mr T complains that J.P. Morgan Europe Limited, trading as Chase, unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mr T held an a... (5 pages)View decision -
Decision Reference DRN-5674541
8 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5674541 The complaint The estate of Mrs N (the estate) complains that Vanquis Bank Limited irresponsibly lent to her. What happened Mrs N was approved for a Vanquis credit card in November 2013, with a £500 credit limit. I have set out the credit limit changes below: April 2014 £500... (5 pages)View decision -
Decision Reference DRN-5655527
8 Sep 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5655527 The complaint Mr A complains PayrNet Limited has recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A found out PayrNet had recorded a misuse of facility (fraud) marker a... (2 pages)View decision -
Decision Reference DRN-5761098
8 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5761098 The complaint Mr M is unhappy that Liverpool Victoria Insurance Company (“LV”) refuse to take over his claim and arrange for his car to be declared a write off. What happened Mr M has comprehensive motor insurance with LV. Unfortunately, in January 2025 Mr M’s car was invo... (2 pages)View decision -
Decision Reference DRN-5802491
8 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5802491 The complaint Mrs H complains that Capital One (Europe) plc trading as Capital One irresponsibly lent to her. What happened Mrs H was approved for a Capital One credit card in February 2015 with a £1,000 credit limit. Capital One increased the credit limit to £1,750 in July ... (5 pages)View decision -
Decision Reference DRN-5768906
8 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5768906 The complaint Mr and Mrs O complain about the way that Mr O was treated by Lloyds Bank PLC following his presentation of cheques which were rejected, during a branch visit and subsequently. The complaint is made in joint names as it concerns a joint account, though for conve... (3 pages)View decision -
Decision Reference DRN-5357257
8 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5357257 The complaint Mr S complains that Starling Bank Limited won’t reimburse him, after he made payments to an individual claiming to offer spiritual services, that Mr S now believes to have been a scam. Mr S is professionally represented in bringing his complaint, but for ease o... (2 pages)View decision -
Decision Reference DRN-5652486
8 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5652486 The complaint Mr M complains that Santander UK plc wouldn’t allow him to port his mortgage to a new property and wouldn’t refund the early repayment charge (ERC) he had to pay. What happened Mr M took out a mortgage with Santander in 2021 on a two-year fixed interest rate. I... (3 pages)View decision -
Decision Reference DRN-5751338
8 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5751338 The complaint Mr Y complains that the car he acquired financed through a hire purchase agreement with Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In May 2023 Mr Y acquired a used car financed through a hire purchase agreement with Creation. In... (3 pages)View decision
