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 119142 results
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Decision Reference DRN-3467940
19 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3467940 The complaint D complains about PayPal (Europe) Sarl et Cie SCA and the way they dealt with a chargeback claim raised against it by a buyer. What happened In November 2021, D sold a product to a buyer for $94.99, which it sent by post. Around two weeks later, PayPal received no... (3 pages)View decision -
Decision Reference DRN-3538559
19 Jul 2022 Zurich Insurance PLC UpheldInsuranceDRN-3538559 The complaint Mrs L and Mr L complain about their insurer, Zurich Insurance PLC (Zurich). Their complaint is about Zurich saying they would accept a claim for damage to their property but then declining the claim on the grounds of there being no insured event. Zurich use agents... (6 pages)View decision -
Decision Reference DRN-3420133
19 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3420133 The complaint Mr J complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr J is represented by a cl... (7 pages)View decision -
Decision Reference DRN-3501195
19 Jul 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3501195 The complaint Mr C complains that The Prudential Assurance Company Limited (“Prudential”) failed to make an income payment to him in a timely manner. He further complains that when it became apparent that there was a risk the payment would not be made in the current tax year Pr... (8 pages)View decision -
Decision Reference DRN-3540421
19 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3540421 The complaint Mr and Mrs W are unhappy that AXA Insurance UK plc declined a claim made under their travel insurance policy. What happened Mr and Mrs W held an annual multi-trip travel insurance policy. This was provided through a packaged bank account and provided cover for tri... (4 pages)View decision -
Decision Reference DRN-3304044
19 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3304044 The complaint Mr and Mrs L complain that ERGO Reiseversicherung AG has turned down a cancellation claim they made on a travel insurance policy. What happened In May 2019, Mr and Mrs L took out an annual travel insurance policy through a broker. The policy provided cover between... (3 pages)View decision -
Decision Reference DRN-3601314
19 Jul 2022 First Complete Ltd UpheldInvestmentsDRN-3601314 The complaint Mr and Ms I complain that First Complete Ltd trading as PRIMIS Mortgage Network (‘First Complete’) made mistakes when completing a critical illness policy application on their behalf. What happened Mr I and his wife Ms I had an established relationship with First ... (7 pages)View decision -
Decision Reference DRN-3435584
19 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3435584 The complaint Miss S complains that AvantCredit of UK, LLC have sold her debt and adverse information has been added to her credit file. What happened Miss S had a complaint against Avant for unaffordable lending upheld. Miss S agreed a repayment plan for the capital amount of ... (3 pages)View decision -
Decision Reference DRN-3565709
18 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3565709 The complaint Mr M complains about Bank of Scotland plc trading as Halifax, decision to review and subsequently close his account. What happened In February 2020, Halifax blocked Mr M’s account. Mr M said this caused him stress and anxiety and he wasn’t able to make payments or... (2 pages)View decision -
Decision Reference DRN-3601977
18 Jul 2022 Erudio Student Loans Limited UpheldConsumer CreditDRN-3601977 The complaint Miss M has complained that Erudio Student Loans Limited defaulted her accounts after writing to the wrong address. What happened Miss M has two mortgage-style student loans with Erudio. Certain aspects of them, such as deferment, have been managed by the Student L... (4 pages)View decision
