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 122580 results
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Decision Reference DRN-3501172
3 Aug 2022 Northern Bank Limited UpheldBanking and PaymentsDRN-3501172 Complaint Mr and Mrs M have an account with Norther Bank Limited. Mrs M is unhappy that it hasn’t agreed to pay her a refund after she fell victim to a scam. Background In August 2021, Mrs M received a phone call. She was asked if she’d authorised an online payment for £399. Sh... (3 pages)View decision -
Decision Reference DRN-3578988
3 Aug 2022 AWP P&C SA UpheldInsuranceDRN-3578988 The complaint Ms C and Mr H complain that AWP P&C SA declined their claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In s... (4 pages)View decision -
Decision Reference DRN-3583055
3 Aug 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3583055 The complaint Ms D has complained that Shawbrook Bank Limited rejected her claim against it under Section 75 of the Consumer Credit Act 1974. What happened Ms D bought solar panels for her home in 2015. The purchase was funded by a loan from Shawbrook, and that business is ther... (3 pages)View decision -
Decision Reference DRN-3572346
3 Aug 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3572346 The complaint Miss J says Shop Direct Finance Company Limited (“Shop Direct”) irresponsibly lent to her. What happened This complaint is about three catalogue shopping accounts Shop Direct provided. The first account opened in August 2014 with an opening balance of £600. There ... (4 pages)View decision -
Decision Reference DRN-3597734
3 Aug 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3597734 The complaint Miss K complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) didn’t carry out proportionate affordability checks before it granted her loans. Had it done so, MoneyBoat would’ve discovered that she couldn’t afford to repay them. Wh... (6 pages)View decision -
Decision Reference DRN-3604015
3 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3604015 The complaint Mr N is complaining that HSBC UK Bank Plc misled him about the exchange rate he’d receive when he transferred funds from his foreign currency account to his bank account. What happened Mr N received a large transaction in euros into his foreign currency account wi... (3 pages)View decision -
Decision Reference DRN-3614835
3 Aug 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3614835 The complaint Mr H complains that The Co-Operative Bank Plc trading as Smile failed to refund several transactions that he didn’t recognise. What happened Mr H was visiting abroad with friends and when they arrived late in the evening they went out to a local bar. Up to this po... (8 pages)View decision -
Decision Reference DRN-3282451
3 Aug 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3282451 The complaint Mr D complains about the advice given by Better Retirement Group Ltd (BRG), trading as Fiducia Prosperity, to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was fla... (8 pages)View decision -
Decision Reference DRN-3617504
3 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3617504 The complaint Mr E complains about PayPal (Europe) Sarl et Cie SCA and the service he received when a buyer raised a chargeback against him. What happened Mr E sold an item through an online selling platform in October 2020 for £649. This purchase was processed via PayPal. In J... (3 pages)View decision -
Decision Reference DRN-3498736
3 Aug 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3498736 The complaint Mr W has complained about ReAssure Limited’s administration of his personal pension. What happened In September 2020, Mr W’s pension transferred from a provider I’ll refer to as ‘L’ to ReAssure. Mr W and his employer were making contributions to Mr W’s pension, an... (3 pages)View decision
