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 121877 results
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Decision Reference DRN-3356062
27 Jan 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3356062 The complaint Mr S says PayPal (Europe) Sarl et Cie SCA (‘PayPal’) irresponsibly lent to him. What happened This complaint is about a credit card account PayPal provided. The PayPal Credit account was opened initially in May 2017 with a credit limit of £250. The following credi... (4 pages)View decision -
Decision Reference DRN-3927294
27 Jan 2023 Zurich Insurance PLC UpheldInsuranceDRN-3927294 The complaint Ms K is unhappy about Zurich Insurance PLC’s (Zurich’s) handling of a claim she made for damage to her property, caused by subsidence. What happened I issued my provisional decision on 12 January 2023 explaining why I was intending to uphold this complaint. Here’s... (7 pages)View decision -
Decision Reference DRN-3896529
27 Jan 2023 Clear Score Technology Limited UpheldConsumer CreditDRN-3896529 The complaint Mrs O complains that Clear Score Technology Limited allowed an unauthorised third party to access her personal information which resulted in identity theft. What happened A third party was able to open a Clear Score account in Mrs O’s name. Mrs O has explained tha... (2 pages)View decision -
Decision Reference DRN-3930032
27 Jan 2023 Rock Insurance Services Limited UpheldInsuranceDRN-3930032 The complaint Mr, Mrs, Ms and Miss E are dissatisfied with how Rock Insurance Services Limited have administered their travel insurance policies. Ms E is representing the parties in this case. So, when I mention Ms E, it also refers Mr, Mrs and Miss E too. What happened Ms E ha... (4 pages)View decision -
Decision Reference DRN-3792291
27 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3792291 The complaint Mrs P complains that she was mis-sold an investment bond by Basset Gold Limited (“BG Ltd”). She’s explained the bond she invested into was much higher risk than she was looking for as she believed it to be safe. Gallium Fund Solutions Limited is responsible for th... (5 pages)View decision -
Decision Reference DRN-3201933
27 Jan 2023 Grove Pension Solutions Limited UpheldPensions and AnnuitiesDRN-3201933 The complaint Mr H complains about the advice given by Grove Pension Solutions Limited (‘GPS’) to transfer the benefits he held in a defined benefit (‘DB’) occupational pension scheme to a personal pension. Mr H believes the advice was unsuitable for him. What happened In March... (12 pages)View decision -
Decision Reference DRN-3929956
27 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3929956 The complaint Mrs A complains about charges when she returned her car at the end of a hire agreement provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In November 2018, Mrs A acquired a new car using a hire agreement with MBFS. She initially took t... (4 pages)View decision -
Decision Reference DRN-3821681
27 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3821681 The complaint R complain that National Westminster Bank Plc (“NatWest”) won’t refund money it lost, after it fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The circumstances which led to this complaint are well-known to both parties. So I won’t repeat t... (3 pages)View decision -
Decision Reference DRN-3927678
27 Jan 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3927678 The complaint Mr and Mrs N complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under sections 75 and 140 and of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system including a voltage optimiser, boiler optimiser and heat... (9 pages)View decision -
Decision Reference DRN-3866440
27 Jan 2023 Gain Credit LLC UpheldConsumer CreditDRN-3866440 The complaint Ms G says Gain Credit LLC (trading as Drafty) had a running credit facility that was unaffordable for her. She also says, when she told Drafty that she had a negative disposable income each month it wouldn’t freeze the interest on the facility unless she entered i... (5 pages)View decision
