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 363151 results
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Decision Reference DRN-5182712
2 Dec 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5182712 The complaint Mr B complains about how PayPal UK Ltd is reporting his PayPal Credit account to Credit Reference Agencies (CRAs). What happened Mr B has a PayPal Credit account. In February 2024 Mr B raised a claim through PayPal’s Resolution Centre about a purchase and it re... (4 pages)View decision -
Decision Reference DRN-5088266
2 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5088266 The complaint Mr C has complained that AXA Insurance UK Plc (AXA) unfairly dealt with a claim under a home insurance policy. What happened Mr C made a claim for an escape of water. During the claim, Mr C paid a door company for the materials and labour for repairs to some d... (2 pages)View decision -
Decision Reference DRN-4900146
2 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4900146 The complaint Mr V complains that Healthcare Finance Limited won’t refund him his money for dental aligner treatment. What happened In August 2022 Mr V used finance provided by Healthcare Finance Limited (HFL for short) to pay for the provision of bespoke ... (4 pages)View decision -
Decision Reference DRN-5141919
2 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5141919 The complaint Mr and Mrs E complain about Advantage Insurance Company Limited’s (Advantage) decision to decline a claim they made on their home insurance policy for damage to their property caused by bad weather. Mr and Mrs E are both party to this complaint but for ease of... (2 pages)View decision -
Decision Reference DRN-5061811
2 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5061811 The complaint A company, which I shall refer to as “H” complains U K Insurance Limited (trading as NIG Insurance policies – “NIG”) declined a claim made on a buildings insurance policy. H is being represented in their complaint by “C”, who I may refer to below. All reference... (2 pages)View decision -
Decision Reference DRN-4876181
2 Dec 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4876181 The complaint Mrs L has complained that PayPal UK Ltd have held her liable for transactions she says she didn’t make or otherwise authorise. What happened A new device was added to Mrs L’s PayPal account, then three transfers were made to an individual, totalling £850. Mrs L... (3 pages)View decision -
Decision Reference DRN-4972956
2 Dec 2024 EUI Limited UpheldInsuranceDRN-4972956 The complaint Miss S complains that EUI Limited (EUI) added her father’s home and motor insurance to her motor insurance policy without her permission. What happened Miss S discovered that her father had arranged for his home and motor insurance to be added onto her motor in... (3 pages)View decision -
Decision Reference DRN-4973081
2 Dec 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4973081 The complaint Mr and Mrs P are unhappy with the way Accord Mortgages Limited (Accord) have managed their mortgage. They said they have been overcharged on their mortgage due to the number of fees and charges that Accord added to their mortgage. Mr and Mrs P arranged for a th... (3 pages)View decision -
Decision Reference DRN-5182617
2 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5182617 The complaint Mr and Mrs G’s complaint arises out of their mortgage held with Bank of Scotland Plc trading as Halifax (and referred to here as Halifax). Following my jurisdiction decision dated 27 November 2024, this decision is limited to consideration of the following mat... (3 pages)View decision -
Decision Reference DRN-5181933
2 Dec 2024 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5181933 The complaint Mrs M complains that Pathlines Pensions UK Limited allowed her to transfer out of her defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension (‘SIPP’) and to invest in Store First Limited (‘Store First’). Pathlines Pensions UK ... (51 pages)View decision
