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-5246286
12 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5246286 The complaint Mr E complains that Wise Payments Limited trading as Wise didn’t do enough to trace and recall an international payment he made using the SWIFT payment system. What happened Mr E explains that he arranged to send a payment of US Dollars 540 to his bank account ... (3 pages)View decision -
Decision Reference DRN-4981794
12 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4981794 The complaint Mrs H complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In August 2022 Mrs H entered into a 25-... (4 pages)View decision -
Decision Reference DRN-5275093
12 Feb 2025 Gatehouse Bank Plc UpheldBanking and PaymentsDRN-5275093 The complaint Mr R complains that Gatehouse Bank Plc didn’t pay him the profit due on his savings account and gave him misleading and inaccurate information. What happened Mr R explains that he had been trying to establish the profit payable on his account. And which should ... (3 pages)View decision -
Decision Reference DRN-5227325
12 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5227325 The complaint Mr R and Mrs R are unhappy with the way Lloyds Bank General Insurance Limited (Lloyds) have handled the claim she made under her home insurance policy. As Mrs R has been leading on this complaint, and for ease, I’ve referred to her throughout. Lloyds are the un... (3 pages)View decision -
Decision Reference DRN-5322188
12 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5322188 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (10 pages)View decision -
Decision Reference DRN-5277279
12 Feb 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5277279 The complaint Mr and Mrs M complain about the way Inter Partner Assistance SA settled a claim they made on their travel insurance policy. What happened Mr and Mrs M had travel insurance through IPA. They were on holiday and due to take a flight to another destination, when t... (2 pages)View decision -
Decision Reference DRN-5241084
12 Feb 2025 MP Payments UK Limited Not upheldBanking and PaymentsDRN-5241084 The complaint Mrs S complains that MP Payments UK Limited trading as Zing delayed paying her a referral incentive. What happened Mrs S explains that she used a referral link to open an account with Zing. And expected to receive an incentive payment of £20. But she was told s... (2 pages)View decision -
Decision Reference DRN-5323845
12 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5323845 The complaint Ms S’ complaint is about the cost of renewing three pet insurance policies for her pets. Ms S says the policies increased by 95%, which is unreasonable. What happened Ms S held lifetime pet insurance policies for her three pets with Covea. When it was time to ... (3 pages)View decision -
Decision Reference DRN-5190670
12 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190670 The complaint Miss N complains that Wise Payments Limited didn’t intervene and protect her when she fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I ... (2 pages)View decision -
Decision Reference DRN-5242705
12 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5242705 The complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase doesn’t allow him to update his identification documents on its app. What happened Mr H explains that he has renewed his passport. And that he wanted to update this document shown on the ‘Your ID’ ... (2 pages)View decision
