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 128535 results
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Decision Reference DRN-5290967
5 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5290967 The complaint Ms M has complained that PayPal UK Ltd (“Xoom”) blocked a payment she attempted to make, as it required her to provide photo ID. Ms M is unhappy with how Xoom handled the request that she provide photo ID. What happened Ms M attempted to send £300 in USD using ... (3 pages)View decision -
Decision Reference DRN-5350649
5 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350649 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas company which resulted in him transferring from a define... (42 pages)View decision -
Decision Reference DRN-5324721
5 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5324721 The complaint Mr M and his mother Mrs M complain that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened Mr M passed his driving test in about 2023. He lives in a part of the UK where new drivers are restricted to 45 miles per h... (5 pages)View decision -
Decision Reference DRN-5370570
5 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5370570 The complaint Miss R is unhappy that Inter Partner Assistance SA have declined to settle a claim she made on her travel insurance in full. What happened Miss R was going on a holiday which involved taking a connecting flight. She was at the airport and was due to board her s... (4 pages)View decision -
Decision Reference DRN-5356892
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356892 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr E is being represented by a claims management company in this complaint. What happened The full details of this complaint are well-known to both parties a... (11 pages)View decision -
Decision Reference DRN-5325035
5 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5325035 The complaint Mrs F is unhappy with the service she received from Vitality Health Limited when she made a claim on her private medical insurance policy. What happened Mrs F made a claim on her private medical insurance policy which was declined. Mrs F complained to Vitality,... (2 pages)View decision -
Decision Reference DRN-5143120
5 Mar 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5143120 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. Mr D is represented in this matter by his partner Mrs D. For ease of rea... (4 pages)View decision -
Decision Reference DRN-5373129
5 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5373129 The complaint Mr J complains that the car he acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. He wants to reject the car and have the finance agreement cancelled. What happened Mr J entered into a conditional sale agreement in... (5 pages)View decision -
Decision Reference DRN-5187638
5 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5187638 The complaint Mr B complains about charges he was asked to pay by Stellantis Financial Services UK Limited (‘Stellantis’), trading as PSA Finance UK, when he returned a car he had been financing through an agreement with them. What happened Mr B took receipt of a new car in ... (3 pages)View decision -
Decision Reference DRN-5064644
5 Mar 2025 East Sussex Credit Union Limited UpheldConsumer CreditDRN-5064644 The complaint Mr C complains East Sussex Credit Union Limited trading as Wave Community Bank (WCB) should have defaulted his account when he fell into financial difficulties. He says their failure to do so resulted in him having to accept a more expensive mortgage deal when ... (4 pages)View decision