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 120436 results
-
Decision Reference DRN-3490004
8 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3490004 The complaint Mr L complains that when PayPal (Europe) Sarl et Cie SCA implemented new rules on authenticating customers, he had trouble accessing his PayPal account and was “excluded” because he didn’t have a mobile phone to receive codes to. What happened Mr L says that when ... (7 pages)View decision -
Decision Reference DRN-3479503
8 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3479503 The complaint Mr F complains that Everyday Lending Limited trading as Everyday Loans (“ELL”) lent to him in an irresponsible manner. What happened Mr F was given two loans by ELL, in July 2017 and in April 2019. He first borrowed £1,000 that he agreed to repay in 24 monthly ins... (4 pages)View decision -
Decision Reference DRN-3271688
8 Jun 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3271688 The complaint Mr D complains that Capital One (Europe) plc (Capital One) processed a payment to an online shopping site from his credit card account without his authorisation and subsequently refused to refund the payment. What happened Mr D holds a credit card account with Cap... (3 pages)View decision -
Decision Reference DRN-3521382
8 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3521382 The complaint Mr D complains about Aviva’s handling of a claim made under his property insurance policy. What happened Mr D owns a flat which is covered by a property insurance policy underwritten by Aviva and taken out by the management company and freeholder for the developme... (10 pages)View decision -
Decision Reference DRN-3528883
8 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3528883 The complaint Mr H is unhappy about the service he received from HSBC UK Bank Plc (“HSBC”) regarding his overdraft facility. What happened Mr H held an account with HSBC. On the 6 November 2021 he received a letter which outlined the details of his overdraft. It stated that his... (3 pages)View decision -
Decision Reference DRN-3174577
8 Jun 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3174577 The complaint Miss P complains that Klarna Bank AB (publ) didn’t close her credit account promptly and made a number of administrative errors with payments. What happened In January 2021, Miss P contacted Klarna to arrange to close her running account credit facility. She said ... (2 pages)View decision -
Decision Reference DRN-3521279
8 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3521279 The complaint Mrs S complains about a decision by Creation Consumer Finance Ltd (“Creation”) not to uphold a claim she made to them about goods not being delivered. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-3463607
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3463607 The complaint Miss C is unhappy that Monzo Bank Ltd won’t refund her after she lost money to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in July 2021 Miss C made... (5 pages)View decision -
Decision Reference DRN-3524617
8 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3524617 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard made it difficult for him to access his account online. What happened Mr W lost his username to access his Barclaycard account online. Mr W says he was able to reset this, but he was still unable to l... (3 pages)View decision -
Decision Reference DRN-3448606
8 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3448606 The complaint Miss C complains that a car she has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”) was misrepresented to her. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’l... (3 pages)View decision
