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-3400461
24 Jun 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3400461 The complaint Ms K complains about a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’), which was taken out to get a used new car in her name. What happened In April 2018, Ms K says a third party, who I’ll call ‘A’, asked her to take out finance in her name, so that t... (5 pages)View decision -
Decision Reference DRN-3430700
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3430700 The complaint Company S is unhappy that HSBC UK Bank Plc wouldn’t reimburse the money they lost due to an authorised push payment scam. What happened The background to the complaint is well known to both parties and so I won’t repeat it at length here. Briefly, in November 2020... (5 pages)View decision -
Decision Reference DRN-3559505
24 Jun 2022 The New India Assurance Company Limited UpheldInsuranceDRN-3559505 The complaint Mr C is unhappy that New India Assurance Company Limited (New India) charged him a cancellation fee when he cancelled his car insurance policy. What happened On 4 March 2021, Mr C purchased a car insurance policy through a broker for £520.59. Shortly after, he sub... (3 pages)View decision -
Decision Reference DRN-3477762
24 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3477762 The complaint Mr M complains that NewDay Ltd was irresponsible in approving his application for a credit card and in providing subsequent credit limit increases. What happened Mr M has held two store branded credit cards administered by NewDay. In a previous decision I have exp... (4 pages)View decision -
Decision Reference DRN-3353680
24 Jun 2022 PayPal (Europe) Ltd UpheldBanking and PaymentsDRN-3353680 The complaint Mr K complains he was unable to purchase items from an online marketplace using his PayPal (Europe) Ltd account. Mr K also complains PayPal hasn’t taken account of his accessibility and communication needs What happened Mr K says PayPal d... (3 pages)View decision -
Decision Reference DRN-3561431
24 Jun 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3561431 The complaint Ms M says Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened This complaint is about a credit card Vanquis provided. Our adjudicator upheld Ms M’s complaint, as it believed the lending was unaffordable. Vanquis asked for some evidence from u... (2 pages)View decision -
Decision Reference DRN-3506298
24 Jun 2022 National Westminster Bank Plc UpheldInvestmentsDRN-3506298 The complaint Mr and Mrs R, as trustees of Trust L, are complaining that National Westminster Bank Plc (NatWest) delayed opening the trust account. What happened On 8 January 2020 Mr and Mrs R met with their relationship manager at NatWest to open two trust accounts. This compl... (4 pages)View decision -
Decision Reference DRN-3476148
24 Jun 2022 West Bay Insurance Plc UpheldInsuranceDRN-3476148 The complaint Mr S has complained about his car insurer West Bay Insurance Plc in respect of the settlement it made to him for two claims. What happened Mr S’s car was damaged by an uninsured driver. West Bay said it was a total loss as the repair cost was estimated to be over ... (2 pages)View decision -
Decision Reference DRN-3506300
24 Jun 2022 National Westminster Bank Plc UpheldInvestmentsDRN-3506300 The complaint Mr and Mrs R, as trustees of Trust R, are complaining that National Westminster Bank Plc (NatWest) delayed opening the trust account. What happened On 8 January 2020 Mr and Mrs R met with their relationship manager at NatWest to open two trust accounts. This compl... (4 pages)View decision -
Decision Reference DRN-3559499
24 Jun 2022 Action 365 Ltd UpheldInsuranceDRN-3559499 The complaint Mr C is unhappy he was treated unfairly by Action 365 Ltd (Pukka Services) when he purchased and then cancelled his car insurance policy. What happened On 4 March 2021, Mr C purchased a car insurance policy through a broker for £520.59. The broker is an appointed ... (4 pages)View decision
