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 370149 results
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Decision Reference DRN-5323675
4 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5323675 The complaint Ms H complains PayPal UK Ltd won’t refund her for a purchase she made. What happened Ms H bought some 17 inch rims for her car. When a mechanic fitted the rims, and it appears Ms H’s existing tyres, the wheels weren’t aligned. Ms H was told the rims were lik... (3 pages)View decision -
Decision Reference DRN-4987777
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4987777 The complaint Mr H complains that Nationwide Building Society won’t reimburse him, after he made a payment towards an investment that he now considers to have been a scam. What happened Mr H has explained that he previously had dealings with a firm that I’ll refer to as ‘P’ ... (4 pages)View decision -
Decision Reference DRN-5287144
4 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5287144 The complaint Mr V has complained about his home insurer Covea Insurance plc regarding a claim he made for crack damage at his home, and which it had declined (having logged it as a subsidence claim). What happened Mr V noticed cracks at his home in May 2022. He made a clai... (3 pages)View decision -
Decision Reference DRN-5312854
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5312854 The complaint Mr H complains that Vanquis Bank Limited irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H himself. W... (4 pages)View decision -
Decision Reference DRN-5356146
4 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5356146 The complaint Ms C complains that Royal & Sun Alliance Insurance Limited (“RSA”) would not agree to separate indemnity limits for claims she made on her legal expenses insurance policy. What happened Ms C made claims on her policy to cover the legal costs of proceedings ... (2 pages)View decision -
Decision Reference DRN-5179115
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5179115 The complaint Mr C complains that Wise Payments Limited (Wise) closed his account following a review of his business account. What happened Mr C had a personal account with Wise. Mr C has explained that he used the account to fund work projects. In October 2023, Wise decid... (3 pages)View decision -
Decision Reference DRN-5355416
4 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5355416 The complaint Mr S is unhappy that Volkswagen Financial Services (UK) Limited (‘VWFS’) attempted to collect the final payment due under a hire purchase agreement he had with them. Mr S has been represented during part of the claim and complaint process by Ms W, a profession... (5 pages)View decision -
Decision Reference DRN-5369581
4 Mar 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5369581 The complaint This complaint is about a mortgage Mr D holds with Bank of Ireland (UK) Plc - hereafter referred to as BOI. The essence of the complaint is that Mr D isn’t happy with how BOI handled an internal re-mortgage arranged to give him a new interest rate deal. He say... (3 pages)View decision -
Decision Reference DRN-5358031
4 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5358031 The complaint Mrs K and Mr K complaint about Aviva Insurance Limited (“Aviva”) and the service provided to them after they made a claim on their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference... (6 pages)View decision -
Decision Reference DRN-5366500
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5366500 The complaint In summary, Mr L complains that Vanquis Bank Limited, provided him with a credit card and credit limit increases that he wasn’t able to afford. In bringing the complaint, Mr L is represented by a business that I will refer to as P. What happened In 2009, Mr L... (5 pages)View decision
