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 130193 results
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Decision Reference DRN-5039456
24 Sep 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5039456 The complaint Mr M complains about how PayPal UK Ltd handled some payments he made. What happened Mr M made two payments to another PayPal account which looked to have been successful. He then realised that these had been sent as e-cheques, which wasn’t how he wanted to sen... (3 pages)View decision -
Decision Reference DRN-5039078
24 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5039078 The complaint Mr C complains that AXA insurance UK Plc (“AXA”) has unfairly settled a claim under his buildings insurance policy. Any reference to Mr C or AXA includes respective agents or representatives. What happened The background of this complaint is well known between ... (6 pages)View decision -
Decision Reference DRN-5040270
24 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5040270 The complaint Mr B has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made under the Consumer Credit Act 1974 (the “CCA”). Mr B has been represented in bringing his complaint but, to keep things simple, I’ll refer to Mr B throughout. ... (6 pages)View decision -
Decision Reference DRN-4985867
24 Sep 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4985867 The complaint Mr and Mrs W are complaining about Tesco Personal Finance PLC trading as Tesco Bank because it defaulted their loan account when they were told they had agreed a repayment plan that would prevent this. What happened In 2017, Mr and Mrs W took out a loan with Te... (3 pages)View decision -
Decision Reference DRN-4786928
24 Sep 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4786928 The complaint Mr A complains about Starling Bank Limited’s lack of account features in contrast to those advertised in its marketing materials, which encouraged him to switch his account. What happened Mr A said his Starling account didn’t give him access to its 'Settl... (3 pages)View decision -
Decision Reference DRN-5037383
24 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5037383 The complaint Ms M complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged her ongoing advice charges (“OACs”) despite not receiving annual reviews. Ms M is being represented by a claims management company, however, for e... (6 pages)View decision -
Decision Reference DRN-4990419
24 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4990419 The complaint Mr S has complained about HSBC UK Bank Plc registering his details on a fraud database. What happened Mr S applied for an account with HSBC. He’s explained that due to a technical glitch, the application accidentally went through multiple times. And he’s explai... (3 pages)View decision -
Decision Reference DRN-5039835
24 Sep 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5039835 The complaint Mrs B complains that Startline Motor Finance Limited supplied her with a car under a hire purchase agreement which wasn’t of satisfactory quality and that specific features of the car were misrepresented to her. What happened In July 2023, Mrs B acquired a used... (4 pages)View decision -
Decision Reference DRN-5010367
24 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5010367 The complaint Mr M is unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined his Property Owner’s Liability claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mr ... (3 pages)View decision -
Decision Reference DRN-5039750
24 Sep 2024 Unum Ltd UpheldInsuranceDRN-5039750 The complaint Mr R is unhappy that Unum Limited stopped paying the monthly benefit following a successful claim made on a group income protection insurance policy. What happened Mr R had the benefit of a group income protection insurance policy (‘the policy’). Subject to t... (5 pages)View decision