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-4231049
22 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4231049 The complaint Mr A and Ms C complain about QIC Europe Ltd’s handling of their home insurance claim. Mr A and Ms C are joint policy holders. As most of the communication relating to the complaint has been from Ms C, I’ll refer mainly to her in my decision. QIC is the underwriter... (5 pages)View decision -
Decision Reference DRN-4310618
22 Aug 2023 Erudio Student Loans Limited UpheldConsumer CreditDRN-4310618 The complaint Mr J has complained that Erudio Student Loans Limited defaulted his accounts after writing to the wrong address. What happened Mr J had student loans with Erudio. He deferred repayment each year, as his income didn’t meet the threshold to begin making payments. Er... (5 pages)View decision -
Decision Reference DRN-4260650
22 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4260650 The complaint Mr R, a sole trader, complains that PayPal (Europe) Sarl et Cie SCA (PayPal) unfairly decided his transaction isn’t eligible for a refund under PayPal’s Seller Protection Policy (“SPP”). What happened In September 2022, Mr R’s customer raised a chargeback as they ... (3 pages)View decision -
Decision Reference DRN-4155371
22 Aug 2023 Arval UK Limited UpheldConsumer CreditDRN-4155371 The complaint Mr T is unhappy that a car supplied to him under a hire agreement with Arval UK Limited was of an unsatisfactory quality. What happened In June 2020, Mr T was supplied with a new car through a hire agreement with Arval. The agreement was for 48 months, with monthl... (5 pages)View decision -
Decision Reference DRN-4202318
22 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4202318 The complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) did not process his chargeback request correctly. What happened Mr S paid £200.11 to an overseas merchant on 1 February 2022. However, as Mr S had not received the service he’d paid for, Mr S contacted the merchant... (3 pages)View decision -
Decision Reference DRN-4311968
22 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4311968 The complaint Mrs W and Mr W complain about Admiral Insurance (Gibraltar) Limited (“Admiral”) for seeking to change the basis and sum of settlement after a cash settlement had been agreed. They want Admiral to honour the settlement they accepted and to pay compensation for thei... (2 pages)View decision -
Decision Reference DRN-3965841
22 Aug 2023 Society of Lloyd's UpheldInsuranceDRN-3965841 The complaint Mr P has complained about the fact that Society of Lloyd’s (SOL) settled a claim by a third party against his policy in full as a fault claim against his wishes. Mr P is represented by Mrs V and the claim and complaint were dealt with by a syndicate at SOL. For th... (3 pages)View decision -
Decision Reference DRN-4312134
22 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4312134 The complaint Mr H1 and Mr H2 complain that Bank of Scotland plc, trading as Halifax, closed their joint account without authority and didn’t send them the money. They would like Halifax to reimburse them for the money they say is missing, with interest. What happened The detai... (4 pages)View decision -
Decision Reference DRN-4309849
22 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4309849 The complaint Miss F complains that HSBC UK Bank Plc (“HSBC”) has failed to refund over £23,000 she lost to a cryptocurrency investment scam in March 2022 after being contacted on social media by a scammer. What happened The details of this complaint are well known to both par... (5 pages)View decision -
Decision Reference DRN-4307229
22 Aug 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4307229 The complaint Mr C complains that a car he acquired with credit from Blue Motor Finance Ltd (BMF) wasn’t of satisfactory quality. What happened Mr C entered into a credit agreement with BMF on 20 April 2022 to acquire a used car. The credit to buy the car was granted by BMF und... (6 pages)View decision
