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 364422 results
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Decision Reference DRN-5203641
11 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5203641 The complaint Mr L complains PayPal UK Ltd blocked his account. What happened Mr L was asked to provide proof of identity and address to PayPal. Mr L did this and PayPal said it was permanently limiting, or blocking, his account. Mr L complained to PayPal, and it said it ... (2 pages)View decision -
Decision Reference DRN-5039671
11 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5039671 The complaint Ms M is unhappy that Aviva Life & Pensions UK Limited didn’t pay her claim in full. What happened Ms M has been successfully claiming on her income protection policy following a serious illness. The claim continued to be paid until the policy ended in Novem... (2 pages)View decision -
Decision Reference DRN-5199998
11 Dec 2024 IG Markets Limited Not upheldInvestmentsDRN-5199998 The complaint Mr C complains that IG Markets Limited is responsible for the financial losses he suffered operating his Contracts for Differences (CFD) trading account. He says that IG Markets Limited failed in its duty of care to him, given his vulnerabilities and incorrectl... (9 pages)View decision -
Decision Reference DRN-5202985
11 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5202985 The complaint Mr M has complained about the transfer of his The Phoenix Life trading as Standard Life personal pension to a small self-administered scheme (“SSAS”) in June 2014. Mr M’s SSAS was subsequently used to invest in a commercial overseas property investment called T... (8 pages)View decision -
Decision Reference DRN-5204598
11 Dec 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5204598 The complaint Ms D complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) approved her with three unaffordable loans. Ms D has also complained about MCB’s support when she made it aware of financial difficulties. What happened Ms D was provided with t... (6 pages)View decision -
Decision Reference DRN-5167473
11 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5167473 The complaint Mr W’s complaint is about a mortgage with Bank of Scotland plc trading as Halifax. Mr W says that Halifax won’t offer him a new mortgage interest rate product, or give him consent to let (CTL). To settle the complaint, Mr W would like Halifax to offer him a ne... (4 pages)View decision -
Decision Reference DRN-5088014
11 Dec 2024 Right to Health LIMITED Not upheldInsuranceDRN-5088014 The complaint Ms S complains that Right to Health LIMITED (‘RTHL’) mis-sold her a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for my decision... (2 pages)View decision -
Decision Reference DRN-5076548
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5076548 The complaint Mr B complains that Barclays Bank UK PLC failed to follow his instructions about closing his two small bonds and incorrectly closed a large bond and charged him a £900 penalty. What happened Mr B had one bond of £85,000 and two smaller bonds of £5,000 each. In... (3 pages)View decision -
Decision Reference DRN-5095048
11 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5095048 The complaint Mr H complains about charges Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (VWFS) asked him to pay after he returned a car he had been leasing through a finance agreement with them. What happened Mr H took receipt of a new... (2 pages)View decision -
Decision Reference DRN-5204397
11 Dec 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5204397 The complaint Ms S has complained that Volkswagen Financial Services (UK) Limited trading as Seat Finance (“VFSL”) acted irresponsibly when it approved her for a car finance agreement in May 2023. Background Ms S took out a Personal Contract Purchase (“PCP”) agreement with ... (3 pages)View decision
