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 128535 results
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Decision Reference DRN-4848896
13 Jun 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4848896 The complaint Mr K complains that ReAssure Limited (ReAssure) caused delays to his requested withdrawal from his pension plan, causing financial loss. What happened Mr K has a pension plan with ReAssure from which he makes ad hoc withdrawals. On 22 March 2023, Mr K called ReAss... (10 pages)View decision -
Decision Reference DRN-4459779
13 Jun 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4459779 The complaint Miss T complains Highway Insurance Company Limited’s responsible for damaging her motorhome. Highway’s been represented for the claim by an approved repairer (AR). For simplicity, at points, I’ve referred to the AR’s actions as being Highway’s own What happened In... (6 pages)View decision -
Decision Reference DRN-4850378
13 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4850378 The complaint Ms S complains Wise Payments Limited (“Wise”) didn’t do enough to protect her when she fell victim to a scam. What happened Ms S has an account with Wise – which was opened in the course of this scam – and an account elsewhere. I’ll refer to the business who she h... (3 pages)View decision -
Decision Reference DRN-4817535
13 Jun 2024 Western Circle Ltd UpheldConsumer CreditDRN-4817535 The complaint Mr B has complained through a representative that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan he couldn’t afford to repay. Mr B also raised other complaint points such as the loan cost wasn’t disclosed. What happened Mr B was granted one ... (5 pages)View decision -
Decision Reference DRN-4776087
13 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4776087 The complaint Mr B has complained Clydesdale Bank plc, trading as Virgin Money, added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In July 2023 Virgin Money closed Mr B’s account. They’d received an alert from another bank about money ... (3 pages)View decision -
Decision Reference DRN-4849998
13 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4849998 The complaint Mr P complains that Santander UK Plc caused delay in his mortgage application, which meant he ended up completing at a higher interest rate. What happened Mr P applied for a mortgage with Santander via a broker. This was a re-mortgage on a property he already owne... (6 pages)View decision -
Decision Reference DRN-4818154
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4818154 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. ... (4 pages)View decision -
Decision Reference DRN-4563046
13 Jun 2024 FCE Bank Plc UpheldConsumer CreditDRN-4563046 The complaint Miss P complains about the quality of a car she acquired through a hire purchase agreement financed by FCE Bank PLC trading as Ford Credit (Ford). What happened In August 2020 Miss P acquired a used car through a hire purchase agreement financed by Ford. Miss P co... (4 pages)View decision -
Decision Reference DRN-4766077
13 Jun 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4766077 The complaint Mr M has complained PayPal (Europe) Sarl et Cie, SCA pursued him for a debt arising from a transaction he’d not made. What happened Mr M was being pursued by PayPal for a debt. This was for a purchase of £2,099.99 made using PayPal credit on 23 September 2022. Mr ... (2 pages)View decision -
Decision Reference DRN-4850278
13 Jun 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4850278 The complaint Ms T complains through a representative, that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with a loan she couldn’t afford to repay. What happened Ms T was advanced one loan of £300 on 21 June 2019. Ms T was due to make th... (4 pages)View decision