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-3578824
25 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3578824 The complaint Miss F complains that PayPal (Europe) Sarl et Cie SCA refused her request for a refund, after she raised a claim under its Buyer Protection policy. A representative has been helping Miss F with her complaint. For ease, I’ll refer to anything they’ve said as being ... (3 pages)View decision -
Decision Reference DRN-3581997
25 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3581997 The complaint Ms G complains that Royal & Sun Alliance Insurance Limited (“RSA”) caused her unnecessary costs and losses after unfairly declining her claim on her home insurance. What happened Ms G had home insurance that was underwritten by RSA, for a property she owns and... (2 pages)View decision -
Decision Reference DRN-3320192
25 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3320192 The complaint Ms T complains that HSBC UK Bank Plc unfairly declined her application for a feeder account. She needed the feeder account in order to apply for a Bounce Back Loan. What happened HSBC required customers to hold an account with the bank before it would offer them a... (3 pages)View decision -
Decision Reference DRN-3611787
25 Jul 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3611787 The complaint Mr C complains that Mitsubishi HC Capital UK Plc (trading as Hitachi Personal Finance) (HPF) unfairly rejected a claim he made under section 75 of the Consumer Credit Act 1974 (CCA) about goods he bought with a loan from HPF. What happened Mr C took out a fixed su... (5 pages)View decision -
Decision Reference DRN-3613838
25 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3613838 The complaint Mr O is unhappy that AXA Insurance UK Plc declined a claim he made under his travel insurance policy. What happened Mr O went abroad on 27 February 2020 and was due to fly home on 16 March 2020. However, Mr O has said his flight home was cancelled by the airline. ... (6 pages)View decision -
Decision Reference DRN-3457073
25 Jul 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3457073 The complaint Mr U complains about the quality of a new car that was supplied through a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS). Mr U has been represented on this complaint. But to keep things simple I’ll ... (4 pages)View decision -
Decision Reference DRN-3567918
25 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3567918 The complaint Mrs B complains that Barclaycard (Barclaycard) defaulted and closed her account. What happened Mrs B had a Barclaycard. In February 2020, the limit was £12,750 and the statement balance was £5,710. Minimum contractual monthly payments were around £130-£140. In Mar... (5 pages)View decision -
Decision Reference DRN-3613734
25 Jul 2022 Zurich Insurance PLC UpheldInsuranceDRN-3613734 The complaint Miss D has complained about how Zurich Insurance PLC (Zurich) dealt with a claim under her home insurance policy. References to Zurich include companies working on its behalf. What happened Miss D had an escape of water in her home. So, she contacted Zurich to mak... (5 pages)View decision -
Decision Reference DRN-3593036
25 Jul 2022 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3593036 The complaint Mr M says that St James's Place UK plc (SJP) was responsible for delays in effecting his disinvestment instructions when he decided to switch his Self-invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Scheme (QROPS). He says t... (6 pages)View decision -
Decision Reference DRN-3410612
25 Jul 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3410612 The complaint Mr J is unhappy because Great Lakes Insurance SE hasn’t refunded a fair proportion of the premium, he’d paid for his travel insurance policy. He’s also unhappy that he didn’t get a cash refund, just a voucher. All reference to Great Lakes includes its agents. What... (4 pages)View decision
