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-3495892
15 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3495892 The complaint Mr O is complaining about the service he received from British Gas Services Limited (BG). What happened Mr O took out a HomeCare Four policy with BG in January 2021. He had an issue with his boiler in February 2021 and again in March 2021. An engineer visited his ... (3 pages)View decision -
Decision Reference DRN-3340526
15 Jul 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3340526 The complaint Mr M and Ms S has complained that Creation Consumer Finance Ltd hasn’t settled their claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M and Ms S bought solar panels for their home in 2018. The purchase was funded by a loan from C... (2 pages)View decision -
Decision Reference DRN-3460112
15 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3460112 The complaint Miss R complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) have decided her transaction isn’t eligible for a refund under their Seller Protection Policy (“SPP”). What happened Miss R received £300 into her PayPal account from a buyer. The owner of the card u... (3 pages)View decision -
Decision Reference DRN-3597780
15 Jul 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3597780 The complaint X complains about the impact of an incorrect record on their credit file which was added by Barclays Bank UK PLC. What happened X was in the process of buying a property. They say the sale fell through because Barclays had incorrectly logged a “negative marker” o... (3 pages)View decision -
Decision Reference DRN-3421614
15 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3421614 The complaint Mr F complains Monzo Bank Ltd didn’t reimburse the money he lost when he was the victim of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that Mr F was the victi... (4 pages)View decision -
Decision Reference DRN-3597662
15 Jul 2022 Bapchild Motoring World (Kent) Limited UpheldInsuranceDRN-3597662 The complaint Mr S has complained about Bapchild Motoring World (Kent) Limited. He isn’t happy about the way it dealt with a claim under his motor warranty policy. Other companies have been involved in this complaint, but as Bapchild are responsible for it, I’ve just referred t... (3 pages)View decision -
Decision Reference DRN-3154901
15 Jul 2022 Compass Wealth Management Consultants Limited UpheldPensions and AnnuitiesDRN-3154901 The complaint In summary, Mr J complains that Compass Wealth Management Consultants Limited didn’t make him aware it was taking commission from his policy. He didn’t agree to it doing so. What happened In 1999 Mr J took out an income drawdown plan through an adviser. In 2010 Co... (3 pages)View decision -
Decision Reference DRN-3319956
15 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3319956 The complaint Mr and Mrs M are unhappy because Union Reiseversicherung AG (URV) hasn’t refunded the premium they paid for a travel insurance policy. All reference to URV includes its agents. What happened In February 2020, Mr and Mrs M bought an annual travel insurance policy,... (3 pages)View decision -
Decision Reference DRN-3453845
15 Jul 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3453845 The complaint Miss P complains PayrNet Limited (“PayrNet”) hasn’t returned money to its sender when her Pockit account with them was closed. What happened A Pockit account is a pre-paid payment card administered by PayrNet. Miss P had a Pockit account with PayrNet. Miss P recei... (3 pages)View decision -
Decision Reference DRN-3521238
15 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3521238 The complaint Miss B complains about Lloyds Bank PLC (“Lloyds”) for charges applied to her account and the way she was treated when she attended a branch. She wants the charges to her account to be refunded, and compensation for her distress and inconvenience. What happened Mis... (2 pages)View decision
