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-3135323
22 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3135323 The complaint Mr B complains about the way he was treated whilst visiting a branch of HSBC UK Bank Plc. What happened Mr B visited a branch of HSBC to reset his online banking password. Mr B was asked to return with identification and did so a short time later. During this visi... (3 pages)View decision -
Decision Reference DRN-3216677
22 Feb 2022 PayPal (Europe) Sarl et Cie SCA UpheldConsumer CreditDRN-3216677 The complaint Mr T complains about the way PayPal (Europe) Sarl et Cie SCA dealt with a claim he made in relation to goods he bought from a third party using PayPal Credit. What happened Mr T bought a wooden self-assembly climbing frame online from a trader, W. He paid £1,369.9... (4 pages)View decision -
Decision Reference DRN-2825473
22 Feb 2022 Everyday Lending Limited UpheldConsumer CreditDRN-2825473 The complaint Miss R complained that Everyday Lending Limited trading as Everyday Loans lent to her irresponsibly and provided lending that was unaffordable. What happened Miss R took out a loan with Everyday Loans as follows: Date taken Loan amount Term Monthly repayment Total... (4 pages)View decision -
Decision Reference DRN-2579383
22 Feb 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-2579383 The complaint Miss W complains that Metro Bank PLC (“Metro”) registered a fraud prevention marker against her without due cause. What happened In June 2015, Miss W received two payments into her account totalling approximately £240. After each payment there was a cash withdrawa... (3 pages)View decision -
Decision Reference DRN-3211379
22 Feb 2022 Next Retail Limited UpheldConsumer CreditDRN-3211379 The complaint Mrs A complains that Next Retail Limited trading as Next Directory (“Next”) lent to her irresponsibly and provided credit that was unaffordable for her What happened In October 2016 Mrs A opened a shopping account with Next. She had an initial account limit of £60... (3 pages)View decision -
Decision Reference DRN-3245500
22 Feb 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3245500 The complaint Ms D complained that Everyday Lending Limited trading as Everyday Loans lent to her irresponsibly and provided lending that was unaffordable. What happened Ms D took out loans with Everyday Loans as follows: Loan Date taken Loan amount Term Monthly repayment Total... (4 pages)View decision -
Decision Reference DRN-3166970
22 Feb 2022 New Wave Capital Limited UpheldBanking and PaymentsDRN-3166970 The complaint R, a limited company, has complained New Wave Capital Limited, trading as Capital on Tap, continues to hold them liable for a debt that isn’t theirs. Mr A is a director of R and represents R in their complaint. What happened In December 2019 after being pursued fo... (3 pages)View decision -
Decision Reference DRN-3231267
22 Feb 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3231267 The complaint Mr D complains Ocaso SA, Compania de Seguros y Reaseguros declined a claim he made on his buildings insurance policy for subsidence at a property he owns. What happened References to Mr D and Ocaso include respective representatives and agents. The background to t... (4 pages)View decision -
Decision Reference DRN-3201490
22 Feb 2022 Ulster Bank Ltd UpheldBanking and PaymentsDRN-3201490 The complaint Mr G has complained National Westminster Bank Plc managed his fraud claim poorly. What happened In May 2020 Mr G saw a number of transactions on his credit card account that he’d not made. These were mostly to retailers for products with a trial period or a simila... (2 pages)View decision -
Decision Reference DRN-3290243
22 Feb 2022 QIC Europe Ltd UpheldInsuranceDRN-3290243 The complaint Mr J and Mrs J have complained that QIC Europe Ltd (QIC) avoided their home insurance policy (treated it like it never existed) and refused to pay their claim. What happened Mr J and Mrs J took out a home insurance policy with QIC via a price comparison website. M... (3 pages)View decision
