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 369227 results
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Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5532329
8 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5532329The complaint X complains that Santander UK Plc declined their application to port their entire mortgage balance and charged them an early repayment charge (ERC). What happened X took a five-year fixed rate mortgage with Santander in April 2022. In 2023, X decided to start plann... (4 pages)View decision -
Decision Reference DRN-5385850
8 Jul 2025 Mortgage Intelligence Ltd Not upheldMortgagesThe complaint X complains about mortgage advice given to them by Mortgage Intelligence Ltd (MI). they say they were led to believe they could borrow more than they could and made a number of future decisions based on this, which has now caused them a loss. What happened X had a mortgage wi... (4 pages)View decision -
Decision Reference DRN-5571013
2 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5571013The complaint Mr A complains that AXA PPP Healthcare Limited declined a claim for a scan under his private health insurance policy. What happened Mr A is covered by a private health insurance policy through his employer. The insurer is AXA. Mr A made a claim for an appointment w... (3 pages)View decision -
Decision Reference DRN-5567250
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5567250 The complaint Mr C complains that HSBC UK Bank Plc charged a Late Payment Fee on his credit card. What happened Mr C holds a Premier World Elite Credit Card with HSBC. In August 2024 Mr C used the card to make a number of transactions totalling £4255.28. All of the transacti... (2 pages)View decision -
Decision Reference DRN-5552978
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5552978 The complaint Mr B complains about the interest he’s been charged on a loan with Marks and Spencer Financial Services Plc trading as M&S Bank. What happened On 18 April 2024 Mr B entered into a fixed sum loan agreement with M&S Bank. The loan was for £15,750 over a t... (2 pages)View decision -
Decision Reference DRN-5632955
1 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5632955 The complaint Mr B is unhappy with the amount Fairmead Insurance Limited offered him after he accidentally broke his TV and claimed on his contents insurance. What happened Mr B accidentally broke his TV and made a claim on his contents insurance policy with Fairmead. Fair... (3 pages)View decision -
Decision Reference DRN-5541225
1 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5541225 The complaint Mr W complains that Zopa Bank Limited lent to him irresponsibly. What happened In April 2022 Mr W applied for a credit card with Zopa. Zopa approved the application and gave Mr W a card with an initial credit limit of £300. In October 2022 the credit limit was ... (4 pages)View decision -
Decision Reference DRN-5589585
1 Jul 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5589585 The complaint Mr C complains that RCI Financial Services Limited trading as Mobilize Financial Services (“Mobilize”) charged him rentals under a battery lease agreement after he sold the car. What happened In March 2018 Mr C purchased an electric car and entered into a batte... (3 pages)View decision -
Decision Reference DRN-5537049
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5537049 The complaint Mr G complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened In May 2022 Mr G applied for a credit card with NewDay. NewDay approved the application and gave Mr G a credit card with a credit limit of £900. Mr G complained that NewD... (3 pages)View decision
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