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 118878 results
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Decision Reference DRN-3506272
17 Jun 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3506272 The complaint Mrs L says that Marks & Spencer Financial Services Plc, trading as M&S Bank, has treated her unfairly in relation to a transaction on her credit card which paid for two sets of flights. What happened In January 2020 Mrs L used her M&S credit card to pa... (4 pages)View decision -
Decision Reference DRN-3479960
17 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3479960 The complaint Mr F complains PayPal (Europe) Sarl et Cie SCA (“PayPal”) restricted access to his account without giving a reason. Mr F also complains PayPal delayed returning his funds, provided poor customer service, and caused him distress and inconvenience. What happened In ... (4 pages)View decision -
Decision Reference DRN-3348050
17 Jun 2022 London and Country Mortgages Ltd UpheldMortgagesDRN-3348050 The complaint Mr K and Miss S complain about the poor service they received from London and Country Mortgages Ltd (L&C) when they were completing on a house purchase and used L&C as a mortgage broker. What happened In July 2019, Mr K and Miss S approached their mortgage... (3 pages)View decision -
Decision Reference DRN-3550294
17 Jun 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3550294 The complaint Miss J complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. Where I refer to Advantage, I include the insurance intermediary and others insofar as I hold Advantage responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN-3402825
17 Jun 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3402825 The complaint Mr C’s complaint is about the refusal of a claim under his bicycle insurance policy with Red Sands Insurance Company (Europe) Limited. What happened I issued a provisional decision on this matter in March 2022, the main parts of which are copied below: “In Februar... (9 pages)View decision -
Decision Reference DRN-3104718
17 Jun 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3104718 The complaint Mr C complains that Bank of Scotland plc, trading as Halifax, blocked and then closed his accounts – and applied a fraud marker against his name. What happened Mr C had a current account with Halifax which he opened in September 2019. To help prove his address, Mr... (4 pages)View decision -
Decision Reference DRN-3542808
17 Jun 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3542808 The complaint Mr and Mrs S complain about the way Barclays Bank UK PLC have handled their mortgage account. Specifically, they’re unhappy that the flexible features of the mortgage were removed following a payment deferral, and the impact this has had on their credit files as a... (11 pages)View decision -
Decision Reference DRN-3548679
17 Jun 2022 esure Insurance Limited UpheldInsuranceDRN-3548679 The complaint Mrs L complains about how esure Insurance Limited handled an escape of water claim she made on her buildings and contents insurance policy. What happened After an escape of water, Mrs L called to make a claim to esure under her buildings and contents insurance pol... (2 pages)View decision -
Decision Reference DRN-3345217
17 Jun 2022 Morses Club PLC UpheldConsumer CreditDRN-3345217 The complaint Miss B complains that Morses Club PLC lent to her irresponsibly. What happened Miss B has been a customer of Morses, or the companies Morses took over in the past, for many years. In all Miss B complains about 23 loans. Most of our adjudicator’s detailed table of ... (5 pages)View decision -
Decision Reference DRN-3549881
17 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3549881 The complaint Mr and Mrs K complain that HSBC UK Bank Plc won’t refund money they lost to a binary options investment scam. As most of the correspondence is from Mr K, I’ll treat all submissions as having come from him in this decision. What happened Around October 2017, Mr K ... (5 pages)View decision
