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 364862 results
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Decision Reference DRN-5257224
13 Jan 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5257224 The complaint Mr A is unhappy with the service he’s received from PayPal UK Ltd surrounding a purchase cost reimburse request he made via their Buyer Protection scheme. What happened Mr A purchased an item for £710.10 from a merchant, paying £200 using a gift card and paying... (3 pages)View decision -
Decision Reference DRN-5187932
13 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5187932 The complaint Mr S has complained that Aviva Insurance Limited declined a claim he made on a travel insurance policy. What happened Mr S was on a trip abroad in May 2024 when he had his bag stolen, so he made a claim on the policy for lost personal belongings and cash. Avi... (3 pages)View decision -
Decision Reference DRN-5253045
13 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5253045 The complaint Mr P’s complaint is that Liverpool Victoria Insurance Company Limited (‘LV’) wrongly avoided the motor insurance policy he’d set up and didn’t deal with a claim made on it. What happened Mr P set up and bought the policy online in May 2023 through a comparison... (3 pages)View decision -
Decision Reference DRN-5215302
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215302 The complaint Mr L complains that Barclays Bank UK PLC didn’t honour a transaction for a grocery delivery which was processed in the small hours of the morning. Mr L said he’d already authorised the transaction, and described the impact this failed transaction had on him. Wh... (3 pages)View decision -
Decision Reference DRN-5131214
13 Jan 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5131214 The complaint Ms K complains that The Co-operative Bank Plc restricted her accounts after fraudulent transactions were identified on one of them. It then failed to keep her informed about its investigations and delayed lifting the restrictions. What happened Ms K has a curre... (3 pages)View decision -
Decision Reference DRN-5172693
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5172693 The complaint Mr R complains that Barclays Bank UK PLC failed to deal with his request to move his money into an account offering a better rate of interest in 2020. What happened When Barclays responded to Mr R’s complaint, it apologised for not looking into his wish to move... (4 pages)View decision -
Decision Reference DRN-4448442
13 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4448442 The complaint Mr A has complained about the way Ikano Bank AB (publ) (“Ikano”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) of the CCA. Wha... (4 pages)View decision -
Decision Reference DRN-5182242
13 Jan 2025 Connells Limited Not upheldMortgagesDRN-5182242 The complaint Mr B and Mr S complained that the mortgage they took out through Connells Limited was supposed to have a five year fixed interest rate period, but they’ve recently found out the fixed rate will end some months short of five years. What happened In 2020, Mr B an... (3 pages)View decision -
Decision Reference DRN-4974959
13 Jan 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4974959 The complaint Mr P has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In January 2023 Mr P complained to Virgin Media that there appeared to be a credit agreement in his name for a mobile handset.... (2 pages)View decision -
Decision Reference DRN-5235093
13 Jan 2025 Vitality Health Limited Not upheldInsuranceDRN-5235093 The complaint Mr C is unhappy that Vitality Health Limited (Vitality) declined his private medical insurance claims and subsequently cancelled the policy and kept the premiums. Mr C is being represented by his wife, Mrs C, on this complaint. What happened On 30 June 2023, Mr... (5 pages)View decision
