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 121262 results
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Decision Reference DRN-5329567
19 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5329567 The complaint Mrs M and Mr M are unhappy with the length of time it took West Bay Insurance Plc (West Bay) to carry out the repairs on their vehicle after they made a claim on their motor insurance policy. As Mr M has been leading on this complaint, and for ease I’ve referre... (6 pages)View decision -
Decision Reference DRN-4997325
19 Feb 2025 Origen Financial Services Limited UpheldInvestmentsDRN-4997325 The complaint The K Trust complains about the services Origen Financial Services Limited has provided to it in respect of an investment bond held within the trust. What happened In 2013, the K Trust was established, with three trustees Mrs M, Ms C and Miss M. The trust rece... (4 pages)View decision -
Decision Reference DRN-5336628
19 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5336628 The complaint Mr U complains PayPal UK Ltd charged him for a payment he received. What happened Mr U was paid £10,000 by another PayPal customer and was charged £600.05 for receiving the payment. Mr U felt this was unfair and complained to PayPal. PayPal responded to say ... (3 pages)View decision -
Decision Reference DRN-5340734
19 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5340734 The complaint Mrs D complains about the way Creation Consumer Finance Ltd (Creation) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act ... (6 pages)View decision -
Decision Reference DRN-5339536
19 Feb 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5339536 The complaint Mr P complains Lowell Portfolio I Limited contacted him regarding his debt at an old address. What happened Mr P had a credit card with a company I’ll refer to as M. M sold the account to Lowell after the account was defaulted and M said Mr P didn’t reply to th... (2 pages)View decision -
Decision Reference DRN-4854840
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4854840 The complaint Miss T is complaining that Monzo Bank Ltd won’t reimburse her for payments she made to a scam. The complaint is brought on Miss T’s behalf by a professional representative. What happened The background to the complaint is well known to both parties so I won’t r... (5 pages)View decision -
Decision Reference DRN-5301578
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5301578 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard failed to change his payment due date as agreed. What happened Mr S holds a credit card account with Barclays. In October 2023 he contacted Barclays via chat and requested to have the payment due d... (2 pages)View decision -
Decision Reference DRN-5265293
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5265293 The complaint Miss L is unhappy with the support that she’s received from Barclays Bank UK PLC after she told them about a medical issue that was affecting her. What happened Miss L has a credit account with Barclays. In August 2024, Miss L contacted Barclays and explained t... (3 pages)View decision -
Decision Reference DRN-5219428
18 Feb 2025 Western Provident Association Limited UpheldInsuranceDRN-5219428 The complaint Mr B and Mrs B have complained about the decline of a claim and the service received from Western Provident Association Limited (WPA). What happened Mr B and Mrs B joined Mrs B’s employer’s private medical insurance scheme on 1 January 2022. The policy was unde... (3 pages)View decision -
Decision Reference DRN-5340356
18 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5340356 The complaint A is a company, and it has brought this complaint through its director. A’s complaint is that, because of an error on the part of National Westminster Bank Plc, it was unable to reschedule a loan. As a result, the loan was defaulted and the bank took the decisi... (3 pages)View decision
