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 360982 results
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Decision Reference DRN-5380714
10 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5380714 The complaint Mrs G complains that PayPal UK Ltd opened an account using her personal data without her consent and about the service she has received when raising her concerns. What happened Mrs G opened a PayPal account in May 2020 to receive a single payment. At the time,... (7 pages)View decision -
Decision Reference DRN-4930337
10 Mar 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-4930337 The complaint Mr W complains that eToro (UK) Ltd trading as eToro limited unfairly limited his account. He’d like the ability to use its trading services again and compensation for the losses and upset he was caused. What happened In 2023 the Financial Conduct Authority (FCA... (3 pages)View decision -
Decision Reference DRN-5297374
10 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5297374 The complaint Miss W has complained Starling Bank Limited won’t refund her for numerous disputed transactions made between March and July 2024. What happened Miss W gambles online and uses her Starling card to deposit cash into various accounts. Despite using sites she recog... (2 pages)View decision -
Decision Reference DRN-5114760
10 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5114760 The complaint Mrs H complains that Motability Operations Limited (MOL) will not allow her to purchase the car that is the subject of a hire agreement with them. When I refer to what Mrs H and MOL have said, it should also be taken to include things said on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5328872
10 Mar 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5328872 The complaint Mr P complains about the level of service provided by Hastings Insurance Services Limited in administering his motor insurance policy. What happened Following a claim on his policy, Mr P said he made a subject access request (SAR) to his policy’s administrator... (2 pages)View decision -
Decision Reference DRN-5261706
10 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5261706 The complaint Mr and Mrs W’s complaint is about the handling of a claim under their contents insurance policy with AXA Insurance UK Plc. Mr W has been the main correspondent on the complaint, so I will refer to him throughout. What happened Mr W contacted AXA in April 2024, ... (4 pages)View decision -
Decision Reference DRN-5037475
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5037475 The complaint Miss W has complained Starling Bank Limited did nothing to support her when she disputed six transactions. What happened After authorising different overseas transactions where Miss W felt she was loading cash to gambling sites, Miss W complained to Starling. S... (2 pages)View decision -
Decision Reference DRN-5379482
10 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5379482 The complaint Mr M complains about the response of Zurich Insurance Company Ltd to a claim he made on buildings insurance policy. Much of Mr M’s dissatisfaction relates to the actions of Zurich’s agents when responding to the claim. As Zurich accept they’re responsible for t... (5 pages)View decision -
Decision Reference DRN-5328863
10 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5328863 The complaint Mr P complains about the level of service provided by Advantage Insurance Company Limited (Advantage) after he made a claim on his motor insurance policy. What happened Mr P made a claim on his policy after his car was damaged when it hit a pot hole. Advantage... (2 pages)View decision -
Decision Reference DRN-4997896
10 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4997896 The complaint Ms M has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repea... (4 pages)View decision
