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 365360 results
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Decision Reference DRN-4894822
13 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4894822 The complaint Ms M complains that PayPal UK Ltd (“PayPal”) failed to obtain a refund for a purchase which she had returned. What happened In October 2023 Ms M purchased goods from the online arm of a large UK retailer (“the Merchant”). She decided one item was not suitable a... (2 pages)View decision -
Decision Reference DRN-5304066
13 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5304066 The complaint Mr W complains eBay Commerce UK Ltd (Commerce) won’t release money to him. What happened Mr W had been using the marketplace to sell items for some time. In January 2022 Commerce took over managing payments for Mr W, moving money from the marketplace to his b... (3 pages)View decision -
Decision Reference DRN-5328052
13 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5328052 The complaint Ms E complains that Vanquis Bank Limited irresponsibly lent to her. Ms E is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms E herself. What happen... (3 pages)View decision -
Decision Reference DRN-5387665
13 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5387665 The complaint Mr G has complained about a transfer of his pension with The Royal London Mutual Insurance Society Limited (‘Royal London’) to a small self-administered scheme (‘SSAS’) in November 2013. Mr G’s SSAS was subsequently used to invest in Commercial Property in Cape... (11 pages)View decision -
Decision Reference DRN-4716771
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716771 The complaint Mrs W complains that Monzo Bank Ltd hasn’t refunded her for money she lost to a scam. What happened Mrs W holds an account with Monzo. In September 2023, she was contacted through a messaging app with the offer of a remote working job opportunity. This involve... (6 pages)View decision -
Decision Reference DRN-5305095
13 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5305095 The complaint Miss B complains that Aviva Insurance Limited (Aviva) badly handled a request to amend a payment date for her car insurance. What happened Miss B was due to make a payment for her car insurance. She had to undergo an emergency medical procedure which impacted ... (2 pages)View decision -
Decision Reference DRN-5316422
13 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5316422 The complaint V, a limited company, complains Zempler Bank Limited charged it a failed direct debit fee despite money being available in the account. V is represented by Mr R, a director. What happened V had a direct debit due out on 29 October 2024, but it was returned. Z... (3 pages)View decision -
Decision Reference DRN-4961107
13 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4961107 The complaint Mrs H complains Shop Direct Finance Company Limited trading as Very (Shop Direct) lent to her irresponsibly. What happened Mrs H opened a catalogue account with Shop Direct in December 2015 with an initial limit of £750. The credit limit was increased and decr... (10 pages)View decision -
Decision Reference DRN-5324876
13 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5324876 The complaint Mr K complains that National Westminster Bank Plc (“NatWest”) failed to pursue a chargeback correctly, failed to make him aware of the protections provided by section 75 Consumer Credit Act 1974 (“s.75”) and failed to make adjustments for his health. What happe... (4 pages)View decision -
Decision Reference DRN-5318144
13 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5318144 The complaint Mr S complains about the settlement he received from Admiral Insurance (Gibraltar) Limited after he made a claim under his motor insurance policy. What happened In mid-2024, Mr S made a claim under his motor insurance policy with Admiral after his car was damag... (3 pages)View decision
