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-5302192
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302192 The complaint Miss H complains that Santander UK Plc failed to handle her chargeback request properly. What happened Miss H hired a car from a hire company (“the merchant”) and encountered some issues with it. She returned it early and the merchant agreed to give her a parti... (3 pages)View decision -
Decision Reference DRN-5349854
12 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5349854 The complaint Mr P complain Bank of Scotland plc trading as Halifax treated him unfairly when it closed his accounts without clear notice and a proper explanation. What happened This decision covers the sole accounts held by Mr P. Mr P’s joint accounts will be addressed und... (3 pages)View decision -
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
