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-5156031
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5156031 The complaint Mr B is unhappy that Bank of Scotland plc (“BOS”) won’t reimburse money that was stolen from him after he withdrew it from branch. What happened Mr B went into a BOS branch and withdrew some money from his account. When Mr B left the branch, he was followed by ... (2 pages)View decision -
Decision Reference DRN-4670143
27 Nov 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4670143 The complaint Mr O complains about the adverse information that RCI Financial Services Limited, trading as Mobilize Financial Services, has recorded on his credit file. What happened A used car was supplied to Mr O under a hire purchase agreement with Mobilize Financial Serv... (3 pages)View decision -
Decision Reference DRN-5014492
27 Nov 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5014492 Complaint Mr M is unhappy that PayPal UK Ltd didn’t refund his losses after he fell victim to a scam. Background In August 2023, Mr M fell victim to a scam. He has a medical condition that includes symptoms of major delusions, often characterised by grandiosity. During one s... (3 pages)View decision -
Decision Reference DRN-5108420
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5108420 The complaint Mr C has complained that National Westminster Bank Plc (NatWest) won’t credit his account with a cash deposit he says he made. What happened Mr C says that some time in early March 2024, he went into a branch and deposited £1,200 via a deposit machine, in two l... (2 pages)View decision -
Decision Reference DRN-5121096
27 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5121096 The complaint Mr G has complained about Liverpool Victoria Insurance Company Limited’s decision to settle a claim he made under his car insurance policy as a fault claim. Mr G’s daughter, Ms T is representing Mr G in his complaint. What happened Ms G was involved in a collis... (2 pages)View decision -
Decision Reference DRN-5121623
27 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5121623 The complaint Mr I has complained that Aviva Insurance Limited’s appointed engineer incorrectly condemned his boiler following a boiler check. Mr I is unhappy with the service he received from Aviva when he claimed under a heating, plumbing and electrics cover agreement. All... (2 pages)View decision -
Decision Reference DRN-5114751
27 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5114751 The complaint Mrs D has complained that Domestic & General Insurance Plc (D & G) mis sold a protection insurance policy to her and arranged for an electrical services engineer to attend to repair her gas hob. What happened Mrs D bought a policy with D & G in Sept... (2 pages)View decision -
Decision Reference DRN-5071175
27 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5071175 The complaint Mr N is unhappy with Capital One (Europe) plc. Mr N changed his direct debit that he thought was still active on his credit card account. But the payment didn’t go through when expected. Mr N wanted an explanation why his bank wasn’t approached for the direct d... (3 pages)View decision -
Decision Reference DRN-5173710
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5173710 The complaint Mr S is unhappy that Barclays Bank UK PLC didn’t convert his BarclayPlus account (“BPA”) to a Barclays Young Persons account (“YPA”). What happened Mr S held a BPA and was of the belief that when he turned 16, the account would automatically be upgraded by Bar... (3 pages)View decision -
Decision Reference DRN-5174982
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5174982 The complaint Mr L complains about NewDay Ltd’s response to his claim made under section 75 of the Consumer Credit Act 1974 (“section 75”), after he used his credit card to fund, in part, the purchase of a car. He says that the car was not of satisfactory quality. NewDay Ltd... (5 pages)View decision
