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 125299 results
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Decision Reference DRN-4356584
8 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4356584 The complaint Mrs W complains that Target Servicing Limited gave her wrong information about her help to buy loan and she has been left in a very difficult position as a result. What happened Mrs W and her now ex-husband bought a property in 2015 with the assistance of a help t... (3 pages)View decision -
Decision Reference DRN-4532565
8 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4532565 The complaint Miss S complains about how Ageas Insurance Limited (“Ageas”) handled her claim following water damage at her home. Any reference to Ageas includes its agents. What happened In March 2022 Miss S says she noticed a wet patch on the carpet in her corr... (4 pages)View decision -
Decision Reference DRN-4609997
8 Feb 2024 PayPal (Europe) S. UpheldBanking and PaymentsDRN-4609997 The complaint Mr R complaints about PayPal (Europe) Sarl et Cie SCA being inconsistent and unfair by refusing to give him a refund of US $4,000. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered the rel... (4 pages)View decision -
Decision Reference DRN-4605323
8 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4605323 The complaint Mr W has complained that Inter Partner Assistance SA (IPA) initially failed to identify that his travel insurance policy was still active at the point he became unwell, meaning that he missed out on inpatient treatment that had been advised by a doctor. What happe... (2 pages)View decision -
Decision Reference DRN-4608994
8 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4608994 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc wrongly closed its business account. Mr E, who is a director of R, complains on its behalf. What happened Mr E told us: Towards the end of June 2022 he received an email from Barclays aski... (5 pages)View decision -
Decision Reference DRN-4462023
8 Feb 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4462023 The complaint Mr R complains that Vanquis Bank Limited continued to send him paper statements after he had requested to receive statements online only. He says this has caused him a great deal of stress. What happened Mr R says that in March 2023, Vanquis started sending him pa... (2 pages)View decision -
Decision Reference DRN-4609841
8 Feb 2024 Protector Insurance UK UpheldInsuranceDRN-4609841 The complaint Miss A complains about Protector Insurance UK’s (Protector) handling of a claim made under an insurance policy which covers her leasehold property. Where I’ve referred to Protector throughout, this also includes any actions and communication by agents appointed by... (3 pages)View decision -
Decision Reference DRN-4608813
8 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4608813 The complaint Mr H has complained Barclays Bank UK PLC changed the personal details on his account on the say-so of a fraudster and then provided inadequate compensation. What happened On 13 September 2022, someone called Barclays pretending they were Mr H. They were able to ch... (2 pages)View decision -
Decision Reference DRN-4502344
8 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4502344 The complaint Mr A has complained Nationwide Building Society did little to help him when he asked them to apply a gambling block to his card in May 2023. What happened Mr A called Nationwide in May 2023 to ask them to apply a gambling block to his transactions. Their systems w... (3 pages)View decision -
Decision Reference DRN-4609005
8 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4609005 The complaint Mr P complains that NewDay Ltd trading as Pulse didn’t provide him the service it should have when he wanted to make a balance transfer from his NewDay credit card. What happened Mr P had a credit card with a 0% APR that was moved to a Pulse card managed by NewDay... (3 pages)View decision
