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 125399 results
-
Decision Reference DRN-4420233
17 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4420233 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA unfairly declined a dispute he raised. What happened On 2 May 2023 Mr R purchased a phone for £1,495.50 from a merchant I’ll refer to as J. Mr R has explained that the phone was faulty so he contacted J and was a... (3 pages)View decision -
Decision Reference DRN-4527955
17 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4527955 The complaint Mrs B complains about how Nationwide Building Society (“Nationwide”) dealt with her request for a refund. What happened Mrs B paid £350 on her Nationwide debit card in September 2022 to book a holiday with a company I’ll call “A’. She was due to travel in March 20... (3 pages)View decision -
Decision Reference DRN-4740740
17 Apr 2024 Gain Credit LLC UpheldConsumer CreditDRN-4740740 The complaint Miss M complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. What happened A summary of Miss M’s borrowing can be found in the table below; loan num... (6 pages)View decision -
Decision Reference DRN-4591522
17 Apr 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4591522 The complaint Mr A has complained through a representative that Madison CF UK Limited trading as 118 118 Money (“Madison”) didn’t carry out sufficient affordability checks before it lent to him. What happened A summary of Mr A’s borrowing can be found in the table below. loan n... (5 pages)View decision -
Decision Reference DRN-4667420
17 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4667420 The complaint Mr T complains esure Insurance Limited (esure) unfairly recorded liability of a claim on his motor insurance policy as a fault claim and this has increased his motor insurance premiums. He complains also of delays caused by esure in obtaining the information it re... (3 pages)View decision -
Decision Reference DRN-4718871
17 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4718871 The complaint Mr G is unhappy that Covea Insurance Plc will not pay his claim under his car insurance policy for the repairs to his car. Mr G is represented by someone who I’ll refer to as Mr I. What happened Mr G was involved in an accident. He was referred to an accident mana... (3 pages)View decision -
Decision Reference DRN-4718406
17 Apr 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4718406 The complaint Mr F, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr F applied, and was accepted, for two credit cards from Vanquis. He received a number of limit increases on card 1. A summary of the lending is set out below. card... (3 pages)View decision -
Decision Reference DRN-4727169
17 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4727169 The complaint Mr complains with Mrs M’s consent that he and Mrs M were unreasonably subjected to money laundering checks by Santander UK Plc (“Santander”). In particular, Mr M is unhappy about Santander’s procedures regarding this, the retention of their personal information an... (4 pages)View decision -
Decision Reference DRN-4704851
17 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4704851 The complaint Miss G complains that Nationwide Building Society left her accounts and online banking blocked for longer than it should have done. What happened The detailed background to this complaint is well known to both parties and so I’ll only provide an overview of some o... (2 pages)View decision -
Decision Reference DRN-4746330
17 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4746330 The complaint Mr C complains about Lloyds Bank PLC failing to close a defaulted account and making incorrect reports to Credit Reference Agencies (CRA’s). Also, their service and delay in putting things right. What happened I issued a provisional decision on 14 April 2024, and ... (3 pages)View decision
