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 121876 results
-
Decision Reference DRN-3601448
19 Jul 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3601448 The complaint Mr S complains that American Express Services Europe Limited (AMEX) treated him unfairly when it asked him to pay a balance it claimed had been credited back to him. What happened Around March 2019, AMEX contacted Mr S asking that he pay an outstanding balance on ... (4 pages)View decision -
Decision Reference DRN-3572968
19 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3572968 The complaint Mr G complains about the service he received from PayPal (Europe) Sarl et Cie SCA when he informed it that he hadn’t authorised a transaction on his account. What happened Mr G marked a transaction as unauthorised on his PayPal account because he didn’t recognise ... (3 pages)View decision -
Decision Reference DRN-3603392
19 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3603392 The complaint Mrs O and Mr S complain that National Westminster Bank Plc (NatWest) have wrongly declined their mortgage application. They have incurred an early repayment charge (ERC) as a result of having to move their mortgage to another lender. What happened Mrs O and Mr S h... (6 pages)View decision -
Decision Reference DRN-3500034
19 Jul 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3500034 The complaint Mr G complains about the actions taken by National Savings and Investments (NS&I) in relation to his premium bonds account. In summary, he’s unhappy NS&I asked him to repay bonds he’d previously cashed in, then closed his account and removed the remaining... (3 pages)View decision -
Decision Reference DRN-3467940
19 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3467940 The complaint D complains about PayPal (Europe) Sarl et Cie SCA and the way they dealt with a chargeback claim raised against it by a buyer. What happened In November 2021, D sold a product to a buyer for $94.99, which it sent by post. Around two weeks later, PayPal received no... (3 pages)View decision -
Decision Reference DRN-3538559
19 Jul 2022 Zurich Insurance PLC UpheldInsuranceDRN-3538559 The complaint Mrs L and Mr L complain about their insurer, Zurich Insurance PLC (Zurich). Their complaint is about Zurich saying they would accept a claim for damage to their property but then declining the claim on the grounds of there being no insured event. Zurich use agents... (6 pages)View decision -
Decision Reference DRN-3420133
19 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3420133 The complaint Mr J complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr J is represented by a cl... (7 pages)View decision -
Decision Reference DRN-3501195
19 Jul 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3501195 The complaint Mr C complains that The Prudential Assurance Company Limited (“Prudential”) failed to make an income payment to him in a timely manner. He further complains that when it became apparent that there was a risk the payment would not be made in the current tax year Pr... (8 pages)View decision -
Decision Reference DRN-3540421
19 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3540421 The complaint Mr and Mrs W are unhappy that AXA Insurance UK plc declined a claim made under their travel insurance policy. What happened Mr and Mrs W held an annual multi-trip travel insurance policy. This was provided through a packaged bank account and provided cover for tri... (4 pages)View decision -
Decision Reference DRN-3304044
19 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3304044 The complaint Mr and Mrs L complain that ERGO Reiseversicherung AG has turned down a cancellation claim they made on a travel insurance policy. What happened In May 2019, Mr and Mrs L took out an annual travel insurance policy through a broker. The policy provided cover between... (3 pages)View decision
