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 122405 results
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Decision Reference DRN-3749623
28 Oct 2022 Investor Compensation (UK) Ltd UpheldClaims ManagementDRN-3749623 The complaint Ms B’s complained that Investor Compensation (UK) Ltd (“IC”) invoiced her for recovering a refund of mis-sold payment protection insurance (PPI), when Ms B had pursued her claim without their assistance. What happened In summer 2019, Ms B contacted IC about recove... (2 pages)View decision -
Decision Reference DRN-3779108
28 Oct 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3779108 The complaint Mr S complains that Advanced Payment Solutions Limited (“APS”) restricted his account and are withholding his money. What happened In November 2020, APS restricted Mr S’s account. As part of the review, and in December 2020, APS asked Mr S for proof of his identit... (3 pages)View decision -
Decision Reference DRN-3707005
28 Oct 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3707005 The complaint Mr B complains about the unsuccessful transfer of his Tencent shares and cash from Halifax Share Dealing Limited trading as IWeb Share Dealing, referred to as “HSDL” or “the business”, to a third-party provider, referred to as “the transferee”. Mr B doesn’t agree ... (4 pages)View decision -
Decision Reference DRN-3695754
28 Oct 2022 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-3695754 The complaint Mr S complains about a loan granted to him by Bank of Ireland (UK) Plc (“BOI”). He says that BOI shouldn’t have agreed to the loan because it was unaffordable for him. Mr S has brought his complaint to us via a representative but for simplicity I will refer to hi... (4 pages)View decision -
Decision Reference DRN-3655695
28 Oct 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3655695 The complaint Miss M and Mr W have complained that Casualty & General Insurance Company (Europe) Ltd, unfairly refused to pay their claim for the removal of hairbands from their dog’s stomach. They’ve also complained that Casualty wrongly imposed a retrospective exclusion f... (4 pages)View decision -
Decision Reference DRN-3778179
28 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3778179 The complaint Mr P complains about the way QIC Europe Ltd handled a claim under his home insurance policy after a burglary. What happened Mr P has a home insurance policy underwritten by QIC which covers his buildings and contents. Very sadly, Mr P’s home was burgled in Februar... (3 pages)View decision -
Decision Reference DRN-3767613
28 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3767613 The complaint Mr M is unhappy that QIC Europe Ltd turned down a claim for damage to a pipe made under his home insurance policy. What happened Mr M contacted QIC to raise a claim for damage to a mains supply pipe in his property. He said the problem was linked to a repair done ... (3 pages)View decision -
Decision Reference DRN-3778703
28 Oct 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3778703 The complaint Mr S complains PayPal (Europe) Sarl et Cie SCA (PayPal) put on hold a payment after they’d told him he’d receive the money within 24 hours. What happened In March 2022 Mr S opened a PayPal account as a personal seller. And after making his first online sale he sai... (3 pages)View decision -
Decision Reference DRN-3724399
28 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3724399 The complaint Mrs T has complained about the way Aviva Insurance Limited (Aviva) dealt with a claim she made on her motor insurance policy. All references to Aviva include its agents. What happened Mrs T made a claim on her motor insurance policy on 18 February after she was in... (3 pages)View decision -
Decision Reference DRN-3722712
28 Oct 2022 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-3722712 Complaint Mr N is unhappy with Paysafe Financial Services Limited’s decision to close his account and retain his funds. Background Mr N opened up an account with Paysafe and made a deposit into it. He was asked to submit an identification document as part of its verification pr... (2 pages)View decision
