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 119142 results
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Decision Reference DRN-3032871
14 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3032871 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a fraudster. What’s happened? Mr S has fallen victim to a purchase scam. He arranged to lease a car from a company he found on a popular social media platform. I’ll refer to the company as ‘T’... (5 pages)View decision -
Decision Reference DRN-3365268
14 Mar 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3365268 The complaint Mr M and Miss R are unhappy with the offer made by Great Lakes Insurance SE (Great Lakes) in relation to their wedding insurance claim. They’re also unhappy with the overall handling of the claim. What happened Mr M and Miss R purchased wedding insurance in July 2... (6 pages)View decision -
Decision Reference DRN-3344793
14 Mar 2022 Target Servicing Limited UpheldMortgagesDRN-3344793 The complaint Miss J and Mr W complain that Target Servicing Limited delayed in processing a deed of postponement in respect of their help to buy loan. This meant there was a delay in processing a re-mortgage application. What happened Miss J and Mr W bought their property in 2... (4 pages)View decision -
Decision Reference DRN-3352937
14 Mar 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3352937 The complaint Mrs M is unhappy with the way PayPal (Europe) Sarl et Cie SCA has handled a refund she received, and her subsequent enquiries. What’s happened? Mrs M made a card payment for £287 to a merchant via PayPal on 19 December 2016. The merchant issued a refund for £252 o... (3 pages)View decision -
Decision Reference DRN-3370586
14 Mar 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3370586 The complaint Mrs F complains that Tesco Personal Finance PLC (“Tesco”) has refused to refund a payment she made using her Tesco Mastercard credit card. She believed this payment was being made to 2dots, which she says turned out to be operating a scam. What happened The circu... (5 pages)View decision -
Decision Reference DRN-3368807
14 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3368807 The complaint Mr H complains about his insurer, Aviva Insurance Limited (‘Aviva’) for delays in handling a claim for damage to his vehicle from an accident. In referring to Aviva, I include its agents and representatives. What happened In November 2020, Mr H’s vehicle was hit ... (6 pages)View decision -
Decision Reference DRN-3296008
14 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3296008 The complaint Mr B complains that Bank of Scotland plc trading as Halifax didn’t help recover money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. In summary, Mr B decided... (4 pages)View decision -
Decision Reference DRN-3370420
14 Mar 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3370420 The complaint Mr G complains about the way Inter Partner Assistance SA (IPA) handled his claim under his home emergency insurance policy. All references to IPA include agents acting on its behalf. Mr G is represented in this complaint by his daughter. His wife and son-in-law we... (4 pages)View decision -
Decision Reference DRN-3354032
14 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3354032 The complaint A company, which I will refer to as H, complains that Barclays Bank UK Plc didn’t do enough to prevent them losing out financially as a result of an authorised push payment (‘APP’) fraud. What happened The background to the complaint is known to both parties and s... (3 pages)View decision -
Decision Reference DRN-3353760
14 Mar 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3353760 The complaint Mr A complains that a van he acquired through a hire purchase agreement financed by Volkswagen Financial Services (UK) Limited trading as Volkswagen Commercial Vehicle Finance (VCVF) was of unsatisfactory quality. What happened Mr A acquired a used van under a fou... (6 pages)View decision
