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-5295752
10 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5295752 The complaint Mr E complains about the service he received from Bank of Scotland plc trading as Halifax (“Halifax”) when trying to utilise an Additional Permitted Subscription (APS) and deposit funds into his ISA with it. Mr E says Halifax failed to complete the APS transfer... (4 pages)View decision -
Decision Reference DRN-5189578
10 Feb 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5189578 The complaint Mr H has complained about a transfer of his ReAssure Limited pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in May 2016. Mr H’s QROPS was subsequently used to invest in overseas property with The Resort Group and in a separate in... (9 pages)View decision -
Decision Reference DRN-5111262
10 Feb 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5111262 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Go Car Credit Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in November 2024. I described what had happened in the ... (6 pages)View decision -
Decision Reference DRN-5182547
10 Feb 2025 Worldremit Limited Not upheldBanking and PaymentsDRN-5182547 The complaint Mr A complains that Worldremit Limited (WR) won’t provide a refund following what he says was an unauthorised change to a payment he’d made. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ov... (3 pages)View decision -
Decision Reference DRN-4999073
10 Feb 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4999073 The complaint Miss K complains about PayPal’s (Europe) Sarl et Cie SCA (“PayPal”) decision to lend to her. What happened I sent Miss K and PayPal my provisional findings on this complaint on 8 January 2025. A copy of that decision is attached and forms part of this final dec... (9 pages)View decision -
Decision Reference DRN-4830365
10 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4830365 The complaint Mrs M complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments she says she lost to a scam. What happened Mrs M says she has been the victim of a scam after she lent money to her neighbours who I will refer to as ‘Mr X’ and ‘... (4 pages)View decision -
Decision Reference DRN-4862844
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4862844 The complaint Mrs B complains that HSBC UK Bank plc won’t refund to her the £1,245.87 that she paid for a hotel booking. What happened Mrs B used her HSBC credit card to pay £1,245.87 in August 2023 for a non-refundable hotel booking. She says that she became aware in Januar... (2 pages)View decision -
Decision Reference DRN-4758138
10 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4758138 The complaint Mr W complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he sent money to one of their customers as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (2 pages)View decision -
Decision Reference DRN-5298952
10 Feb 2025 ActiveQuote Limited Not upheldInsuranceDRN-5298952 The complaint Mr N has complained that ActiveQuote Limited mis-sold him a private medical insurance policy. What happened Mr N bought the policy over the phone in January 2023. When he later made a claim on the policy, the insurer required him to provide a medical report at... (2 pages)View decision -
Decision Reference DRN-5301465
10 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5301465 The complaint Mr R complains American Express Services Europe Limited (Amex) failed to highlight he wasn’t eligible for the introductory welcome bonus points when he applied for a new credit card with them. What happened Mr R says his wife received an offer from Amex that st... (2 pages)View decision
