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 125299 results
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Decision Reference DRN-3767613
28 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3767613 The complaint Mr M is unhappy that QIC Europe Ltd turned down a claim for damage to a pipe made under his home insurance policy. What happened Mr M contacted QIC to raise a claim for damage to a mains supply pipe in his property. He said the problem was linked to a repair done ... (3 pages)View decision -
Decision Reference DRN-3778703
28 Oct 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3778703 The complaint Mr S complains PayPal (Europe) Sarl et Cie SCA (PayPal) put on hold a payment after they’d told him he’d receive the money within 24 hours. What happened In March 2022 Mr S opened a PayPal account as a personal seller. And after making his first online sale he sai... (3 pages)View decision -
Decision Reference DRN-3724399
28 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3724399 The complaint Mrs T has complained about the way Aviva Insurance Limited (Aviva) dealt with a claim she made on her motor insurance policy. All references to Aviva include its agents. What happened Mrs T made a claim on her motor insurance policy on 18 February after she was in... (3 pages)View decision -
Decision Reference DRN-3722712
28 Oct 2022 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-3722712 Complaint Mr N is unhappy with Paysafe Financial Services Limited’s decision to close his account and retain his funds. Background Mr N opened up an account with Paysafe and made a deposit into it. He was asked to submit an identification document as part of its verification pr... (2 pages)View decision -
Decision Reference DRN-3401133
28 Oct 2022 Advantage Finance Ltd UpheldConsumer CreditDRN-3401133 The complaint Mr and Mrs K have complained that they are unhappy with the quality of a car they bought in July 2021 using a hire purchase agreement with Advantage Finance Ltd (“Advantage”). What happened In July 2021, Mr and Mrs K acquired a BMW 116D M Sport that was just under... (5 pages)View decision -
Decision Reference DRN-3777766
28 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3777766 The complaint Mr and Mrs B complain that Barclays Bank UK PLC (“Barclays”) was wrong to reject their request for an amendment to a mortgage offer on the basis that the offer had expired in October 2020, as the offer letter stated that the offer would be valid until January 2021... (8 pages)View decision -
Decision Reference DRN-3776702
28 Oct 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3776702 The complaint Mr C complains that Klarna Bank AB (publ) (‘Klarna’) made a mistake which impacted his credit file. What happened Mr C bought something in June 21 using a revolving credit account with Klarna. He says that during the checkout process he was led to believe the paym... (2 pages)View decision -
Decision Reference DRN-3485307
28 Oct 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3485307 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Clydesdale) didn’t assist him with his monthly payments when he was impacted by the coronavirus pandemic (Covid-19) and that they gave him incorrect information about hi... (3 pages)View decision -
Decision Reference DRN-3696229
28 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3696229 The complaint Mr S complains British Gas Insurance Limited failed to carry out repairs to his hot water system under his homecare insurance policy. What happened The background to the complaint is known to all parties, so I won’t repeat it here. In my decision I’ll mainly focus... (3 pages)View decision -
Decision Reference DRN-3749535
28 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3749535 The complaint Mrs G complains Nationwide Building Society (“Nationwide”) restricted her account and refused to make payments she wanted. What happened In March 2021, Nationwide restricted Mrs G’s account. It stopped her access to online banking and the use of her debit card. Na... (3 pages)View decision
