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 121074 results
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Decision Reference DRN-3681021
2 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3681021 The complaint Ms K is unhappy that Lloyds Bank PLC (“Lloyds”) hasn’t refunded her in full after she was the victim of a scam. What happened In May 2021 Ms K was contacted by scammers claiming to be from her internet provider. She’d been expecting a call from this company as she... (4 pages)View decision -
Decision Reference DRN-3587753
2 Sep 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3587753 The complaint Mrs K and Mr N complain that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) declined their travel insurance claims and about its service. My references to Mapfre include its agents. What happened In July 2019 Mrs K and Mr N booked... (3 pages)View decision -
Decision Reference DRN-3680895
2 Sep 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3680895 The complaint Miss C complains that Barclays Bank UK PLC didn’t deal fairly with her mortgage application. She says it delayed and then reduced the amount it would lend without a credible explanation. Miss C asks for a mortgage offer and compensation. What happened Miss C appli... (3 pages)View decision -
Decision Reference DRN-3672394
2 Sep 2022 Highway Insurance Company Limited UpheldInsuranceDRN-3672394 The complaint Miss B complains that Highway Insurance Company Limited mishandled her claim on a motorhome insurance policy. Where I refer to Highway or the insurer, I refer to the above-named insurance company and I include employees and others insofar as I hold Highway respons... (4 pages)View decision -
Decision Reference DRN-1312520
2 Sep 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-1312520 The complaint Mr W's unhappy that Vanquis Bank Limited contacted him to review his agreed repayment arrangement and that it didn’t take account of his health condition when corresponding with him about a transfer of his account. What happened In 2017, following some person... (3 pages)View decision -
Decision Reference DRN-3623095
2 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3623095 The complaint Ms S complains PayPal (Europe) Sarl et Cie SCA (PayPal) compromised her personal details. What happened Ms S was in contact with PayPal and spoke to one of its advisors. Following this conversation, Ms S began to get suspicious, or spam emails, apparently from Pay... (2 pages)View decision -
Decision Reference DRN-1028269
2 Sep 2022 Santander UK Plc UpheldInsuranceDRN-1028269 The complaint This complaint is about a payment protection insurance (PPI) policy taken out with a personal loan in 2004. Mr O says Santander UK Plc mis-sold him the PPI. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arg... (2 pages)View decision -
Decision Reference DRN-3665283
2 Sep 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3665283 The complaint Mr L complains through his representative that Loans 2 Go irresponsibly lent him money on high cost loans he couldn’t afford to repay. What happened Loans 2 Go provided Mr L with the following loans: Date Amount Term Monthly repayment Date repaid Loan 1 16/12/2019... (4 pages)View decision -
Decision Reference DRN-3660348
2 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3660348 The complaint Mr P complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced his loans. What happened Mr P took three loans between June 2021 and March 2022. I’ve included some of the information we’ve rec... (5 pages)View decision -
Decision Reference DRN-3464412
1 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3464412 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (“Halifax”) irresponsibly increased his credit card limit when he was struggling with his finances. What happened Mr J applied for and was provided with a Halifax credit card account in 2009. Halifax agre... (4 pages)View decision
