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 128535 results
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Decision Reference DRN-4139083
28 Aug 2023 Shelby Finance Ltd UpheldConsumer CreditDRN-4139083 The complaint Mr R complains that Shelby Finance Ltd, trading as Dot Dot Loans (“Shelby”) lent to him when he had many other loans outstanding and Shelby ought to have known that. He says Shelby lent to him irresponsibly. What happened Using information provided by Shelby here ... (6 pages)View decision -
Decision Reference DRN-4297841
26 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4297841 The complaint Mr S complains that PayPal (Europe) Sarl et Cie SCA unfairly reduced his credit limit without notice. What happened Mr S says he cleared his PayPal balance on 21 December 2022 by paying it £641 with a view to then buying further items which he needed for his car. ... (2 pages)View decision -
Decision Reference DRN-4314917
26 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4314917 The complaint Miss T complains that Barclays Bank UK PLC lost her property title deeds. What happened Miss T says she stored her home property deeds with Barclays paying £3 a month for the service. She says Barclays wrote to her in December 2021 telling her it was no longer off... (2 pages)View decision -
Decision Reference DRN-4211665
25 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4211665 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) wouldn’t refund money he lost in a scam. What happened What Mr B says: In October 2019, Mr B received a cold call from a Japanese number. The caller was said to be representing a firm who were dealing with the reissue o... (5 pages)View decision -
Decision Reference DRN-4248901
25 Aug 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4248901 The complaint Mrs D complains about Creation Consumer Finance Ltd’s response to a claim she made to it under section 75 of the Consumer Credit Act 1974. She’s assisted in bringing this complaint by her son, Mr D. For ease of reading I’ll refer to any actions or submissions by M... (3 pages)View decision -
Decision Reference DRN-4299884
25 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4299884 The complaint Mr T and Ms L complain about how Aviva Insurance Limited dealt with a claim against their travel insurance policy. 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 T and Ms L have... (4 pages)View decision -
Decision Reference DRN-4204148
25 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4204148 The complaint Miss I has complained that Santander UK Plc gave her misleading information about whether she was able to have a student account whilst she was a postgraduate student. Account History Miss I’s account history is as follows: 123 Student account from August 2016 C... (4 pages)View decision -
Decision Reference DRN-4118875
25 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4118875 The complaint Mr C complains that Lloyds Bank PLC won’t refund money he lost as a result of a scam. What happened Mr C became involved in an investment scam. Between late May and late July 2021, he sent a series of faster payments to his own account at a cryptocurrency exchange... (5 pages)View decision -
Decision Reference DRN-4278807
25 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4278807 The complaint Mr and Mrs S complain about how AXA Insurance UK Plc considered a claim they made on their home insurance (contents) policy. AXA are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As AXA have acce... (3 pages)View decision -
Decision Reference DRN-4319075
25 Aug 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4319075 The complaint Mr H complains, in his capacity as a beneficiary of his SIPP, that IPS Pensions Ltd is responsible for some or all of the delays he experienced in transferring cash in his SIPP to an investment platform. Mr H has made a related complaint about a bank (which I will... (2 pages)View decision