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 361839 results
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Decision Reference DRN-4872291
28 Nov 2024 Moonstone Rentals Limited UpheldConsumer CreditDRN-4872291 The complaint Miss I complains about the way that Moonstone Rentals Limited has dealt with the termination of her rental agreement and the arrears on her account. What happened Miss I rented a TV from Moonstone Rentals under a rental agreement that she electronically signed ... (3 pages)View decision -
Decision Reference DRN-4578344
28 Nov 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4578344 The complaint A complains ClearBank Limited, trading as Tide Platform Limited (“Tide”), refuses to refund it for a transaction on it’s account it says was unauthorised. What happened A’s employee, who I will call F, had his phone stolen on 15 July 2023 while at his sister’s ... (3 pages)View decision -
Decision Reference DRN-5046034
28 Nov 2024 Blue Circle Wealth Management Ltd Not upheldPensions and AnnuitiesDRN-5046034 The complaint Mrs R complains that Blue Circle Wealth Management Ltd (Blue Circle) didn’t manage her pension appropriately as it failed to make her aware of the significant loss to her pension fund in 2023 – or take actions to prevent or mitigate the loss. She complains that... (6 pages)View decision -
Decision Reference DRN-5067608
28 Nov 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-5067608 The complaint The estate of Mr H complained about Financial Administration Services Limited (Fidelity). The late Mr H’s son, Mr H1 said Fidelity did not inform him that it held investments in his father’s name. He said it kept this from him and his brother, Mr H2, as executo... (6 pages)View decision -
Decision Reference DRN-4787902
28 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4787902 The complaint Mr W is unhappy about a decision taken by American Express Services Europe Limited (“AESEL”) to decline a claim he made to them under section 75 of the Consumer Credit Act 1974 (“S75”) and about the service they provided to him more generally. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-5150978
28 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5150978 The complaint Mr R is unhappy that Domestic & General Insurance Plc (D&G) declined a claim for his tablet under his gadget insurance policy. What happened Mr R took out cover for his tablet in case of mechanical and electrical breakdown, accidental damage, and labour... (2 pages)View decision -
Decision Reference DRN-5140899
28 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5140899 The complaint Miss K is unhappy Barclays Bank UK PLC will not refund £29,288 that she lost as the result of a scam. Miss K brought her complaint to this service through a representative. For ease of reading I will refer solely to Miss K in this decision. What happened As bot... (5 pages)View decision -
Decision Reference DRN-4975014
28 Nov 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4975014 The complaint M, a company, complains about a claim it made on its Inter Partner Assistance SA (‘IPA’) legal expenses insurance policy. M says IPA treated it unfairly. All references to IPA in this decision include their claims handlers. In this complaint M is represented by... (4 pages)View decision -
Decision Reference DRN-5073616
28 Nov 2024 Paypal (Europe) S.a.r.l. et Cie, S.C.A Not upheldBanking and PaymentsDRN-5073616 The complaint Mrs W complains that PayPal (Europe) S.a.r.l. et Cie, S.C.A unfairly defaulted her PayPal Credit account. What happened Mrs W holds a PayPal Credit account. In 2023, PayPal reported a default to Mrs W’s credit file. It did so because it said she’d missed sever... (4 pages)View decision -
Decision Reference DRN-5066427
28 Nov 2024 Standard Life Savings Limited UpheldPensions and AnnuitiesDRN-5066427 The complaint Mrs L complained Standard Life Savings Limited trading as abrdn (abrdn) caused her a financial loss by delaying the transfer of her pension benefits to a new provider. She would like to be compensated for this loss. Mrs L is being assisted in bringing her com... (4 pages)View decision
