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
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Decision Reference DRN-4319996
29 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4319996 The complaint Miss S complains that a car she acquired via a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. What happened In October 2021 Miss S entered into a four-year hire pu... (5 pages)View decision -
Decision Reference DRN-4036553
29 Aug 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4036553 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, wasn't of satisfactory quality. What happened A used car was supplied to Mr C under a hire purchase agreeme... (4 pages)View decision -
Decision Reference DRN-4323430
29 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4323430 The complaint Mr B complains that Bank of Scotland plc trading as Halifax declined some transactions, he tried to make using his credit card account. What happened I previously issued a provisional decision on this case. It was my intention to come to a different outcome to the... (4 pages)View decision -
Decision Reference DRN-4305582
29 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4305582 The complaint Mr R believes PayPal (Europe) Sarl et Cie SA acted irresponsibly by agreeing a revolving credit account he’d applied for. What happened On 13 January 2019, Mr R opened a revolving credit account with PayPal. And they provided him with a credit limit of £2,500. The... (4 pages)View decision -
Decision Reference DRN-4068701
29 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4068701 The complaint Mr K complains that an inward payment was delayed by Metro Bank PLC (Metro). What happened On 5 August 2022, Mr K’s solicitors made a CHAPS payment for £275,940.20 to Mr K’s account at Metro. It was credited to his account on 10 August 2022. Mr K visited a branch ... (2 pages)View decision -
Decision Reference DRN-4321372
29 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4321372 The complaint Mr T has complained about how Ageas Insurance Limited (Ageas) dealt with a claim under a home insurance policy. Mr T is represented in this complaint by Mrs T. What happened Mr T made a claim when he had a water leak in his bathroom. Ageas accepted the claim and a... (3 pages)View decision -
Decision Reference DRN-4323284
29 Aug 2023 Allianz Insurance Plc UpheldInsuranceDRN-4323284 The complaint Mr C complains that Allianz Insurance plc mishandled a claim on his motor trade insurance policy. What happened For the year from December 2021, Mr C had a policy with Allianz. The policy covered any vehicle being driven in connection with his business. In early A... (4 pages)View decision -
Decision Reference DRN-4322252
29 Aug 2023 Wakam UpheldInsuranceDRN-4322252 The complaint Mr F complains about how Wakam handled his claim on his taxi motor insurance policy. What happened Mr F is a taxi driver and has a taxi insurance policy that’s underwritten by Wakam to cover his vehicle. In September 2022 a motorbike drove into his vehicle while i... (4 pages)View decision -
Decision Reference DRN-4088310
29 Aug 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4088310 The complaint Mr D complains that American Express Services Europe Limited (AESEL) delayed In processing his cashback. What happened In early November 2022, Mr D had earned over £670 cashback on his card account with AESEL. He requested that this be refunded to his account. Des... (2 pages)View decision -
Decision Reference DRN-4159621
29 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4159621 The complaint Mr J complains that Bank of Scotland plc trading as Halifax declined a payment for an Electronic Travel Authorisation (eTA) whilst abroad. What happened Mr J was travelling abroad and has explained that his return route was due to transit via Canada. On 2 November... (3 pages)View decision
