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 125400 results
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Decision Reference DRN-4307422
30 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4307422 The complaint Mr W complains that Shop Direct Finance Company Limited provided him with a catalogue shopping account, and increased the limit on it, when he couldn’t afford it. What happened In December 2018 Shop Direct approved Mr W for a catalogue shopping account with a limi... (3 pages)View decision -
Decision Reference DRN-4427374
30 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4427374 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In January 2023, Mr P was supplied with a used car through a hire purchase agreement with BMF. The agreem... (4 pages)View decision -
Decision Reference DRN-4554531
30 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4554531 The complaint Mr J has complained that Zopa Bank Limited trading as Zopa acted irresponsibly when it approved him for a £6,000 loan in June 2023. Background Mr J applied for a £6,000 loan with Zopa on 3 June 2023. He said that he has struggled with compulsive gambling and the l... (2 pages)View decision -
Decision Reference DRN-4246203
30 Jan 2024 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4246203 The complaint Mr J complains about PayPal (Europe) Sarl et Cie SCA. He says that PayPal didn’t do enough to protect him when he became the victim of a scam and would like PayPal to refund him the money he has lost. What happened Mr J was contacted via Facebook by an individual ... (4 pages)View decision -
Decision Reference DRN-4589714
30 Jan 2024 Skipton Building Society UpheldInvestmentsDRN-4589714 The complaint Miss B complains that Skipton Building Society gave her wrong information about the transfer of the maturity proceeds of her bond. She says she was told she could transfer to a new bond with another provider without any problems. But this wasn’t the case, and she ... (3 pages)View decision -
Decision Reference DRN-4575775
30 Jan 2024 Mortgage Advice Bureau (Derby) Limited UpheldMortgagesDRN-4575775 The complaint Miss C complains that delays and mistakes by Mortgage Advice Bureau (Derby) Limited trading as Coreco led to her paying a higher rate of interest than she thinks she was entitled to. And she says these delays and mistakes have incurred further costs and distress a... (5 pages)View decision -
Decision Reference DRN-4524194
30 Jan 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4524194 The complaint Mr A complains about the quality of a van supplied to him by Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”). What happened Mr A acquired a used van under a hire purchase agreement with Oodle in July 2022. The van cost £14,299. Under the ag... (7 pages)View decision -
Decision Reference DRN-4535024
30 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4535024 The complaint Ms B has complained about the way AXA Insurance UK Plc has handled a subsidence claim under her Home Insurance policy. What happened The background to this complaint is well known to Miss B and AXA. In my decision, I’ll focus mainly on giving the reasons for reach... (2 pages)View decision -
Decision Reference DRN-4265573
30 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4265573 The complaint Miss D complains that HSBC UK Bank Plc failed to act appropriately when informed that a payment made to an account held with them was as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-4588181
30 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4588181 The complaint Mr and Mrs B complain about their travel insurance policy underwritten by AWP P&C SA. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr an... (4 pages)View decision
