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 122624 results
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Decision Reference DRN-3676705
30 Sep 2022 Arrow Global Limited UpheldConsumer CreditDRN-3676705 The complaint Mr M complains that although he has been paying monthly payment towards his debts for many years, Arrow Global Limited (Arrow) have failed to tell him, for the last six years, about another account they hold for him. Mr M has three accounts with Arrow, which for t... (3 pages)View decision -
Decision Reference DRN-3729084
30 Sep 2022 PayPal Europe Sarl & Cie, SCA UpheldBanking and PaymentsDRN-3729084 The complaint B complains PayPal Europe Sarl & Cie, SCA (“PayPal”) restricted its account several times causing it financial loss. What happened PayPal restricted B’s account several times in February 2021 and March 2021. One of B’s directors say they spent substantive time... (2 pages)View decision -
Decision Reference DRN-3707633
30 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3707633 The complaint Ms H complains that repairs carried out after a claim to Admiral Insurance (Gibraltar) Limited under her motor insurance policy were incomplete. What happened Ms H has car insurance underwritten by Admiral. She made a claim in March 2021 after she was involved in ... (3 pages)View decision -
Decision Reference DRN-3285680
30 Sep 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3285680 The complaint Mrs E has complained about the service received by Barclays UK PLC (“Barclays”). She said Barclays delayed the transfer of her cash ISA to a third party and this led to her incurring investment losses. What happened Mrs E held a cash ISA with Barclays. Mrs E said ... (4 pages)View decision -
Decision Reference DRN-3497566
30 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3497566 The complaint Miss C complains Monzo Bank Ltd didn’t reimburse the money she lost when he was tricked into paying for an item she did not receive. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, bot... (3 pages)View decision -
Decision Reference DRN-3669640
30 Sep 2022 National House-Building Council UpheldInsuranceDRN-3669640 The complaint Miss G complains National House-Building Council (NHBC) hasn’t treated her fairly after she made a claim on her building warranty policy. What happened In 2014, Miss G bought a new-build apartment. The completion date was 24 May 2014. The property is covered by a ... (10 pages)View decision -
Decision Reference DRN-3729077
30 Sep 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3729077 The complaint Miss D complains about two loans provided to her by Madison CF UK Limited, trading as 118 118 Money, (“118 118 Money”), which she says were unaffordable. What happened 118 118 Money agreed two loans for Miss D. Loan 1 was for £2,000 and taken out in September 2020... (5 pages)View decision -
Decision Reference DRN-3713442
30 Sep 2022 Skipton Building Society UpheldMortgagesDRN-3713442 The complaint Mr and Mrs R complain that Skipton Building Society mis-calculated their monthly mortgage payments. They ask that Skipton corrects their account and pays compensation. What happened Mr and Mrs R chose a new mortgage product in January 2021. This was to take effect... (2 pages)View decision -
Decision Reference DRN-3317145
30 Sep 2022 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3317145 The complaint Mr and Mrs M say they received advice from a financial adviser in 2016. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. They say the adviser recommended Mr and Mrs M di... (39 pages)View decision -
Decision Reference DRN-3551342
30 Sep 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3551342 The complaint Mr and Mrs N, who live outside the UK, are unhappy with how Nationwide Building Society managed their account closures after Brexit. What happened After Mr and Mrs N received a notice of closure from Nationwide dated 20 November 2020 informing them that Mr N’s sol... (3 pages)View decision
