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 4777 results
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Decision Reference DRN-3959668
20 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3959668 The complaint Mr R complains that Barclays Bank UK PLC didn’t refund him for several disputed transactions. What happened Around April last year, Mr R contacted Barclays because he didn’t recognise some activity on his account. He says several direct debit indemnities were rais... (3 pages)View decision -
Decision Reference DRN4954422
15 Jan 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs T had two car insurance policies. She complains that Advantage Insurance Company Limited cancelled the wrong one, leading to her being stopped by the police and later convicted of the offence of driving without insurance.backgroundMrs T and her husband have two... (4 pages)View decision -
Decision Reference DRN0002811
27 Apr 2017 Credit 4 Cars Ltd Not upheldBanking and creditMrs T complains that the car Credit 4 Cars Ltd supplied to her under a hire purchase agreement wasn’t the one described in the agreement,backgroundMrs T entered into a three year HP agreement with Credit 4 Cars in August 2014 for a used car which was then some six a... (2 pages)View decision -
Decision Reference DRN3007136
5 Feb 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss K complains that The Royal Bank of Scotland Plc supplied incorrect information to credit reference agencies which prevented her getting a better mortgage deal.backgroundMiss K got a mortgage with RBS in October 2009. In early 2014, she discovered that RBS had registered a default ... (1 page)View decision -
Decision Reference DRN0151294
18 Dec 2013 Mortgage Express Not upheldBanking and creditMr B complains that Mortgage Express did not;1.respond to his request for copies of his loan application and legal charge;2.confirm that a loan was arranged;3. confirm that it had not exploited the time period between completion of the legal charge and its registration at the Land Regis... (2 pages)View decision -
Decision Reference DRN9855515
17 Aug 2020 Watford Insurance Company Europe Limited UpheldInsurance (excluding PPI)Mr F has complained that Watford Insurance Company Europe Limited unfairly cancelled his motor insurance policy without warning.In pursuing this complaint Mr F’s been helped by a representative. But for ease of reading, where it’s appropriate to do so, I’ll refer to the representative’s co... (4 pages)View decision -
Decision Reference DRN1482735
24 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs H says The Royal Bank of Scotland Plc (“RBS”) mis-sold her a payment protection insurance (“PPI”) policy. backgroundThis complaint is about a credit card PPI policy taken out in October 2005. The policy was added to Mrs H’s credit card account when she applied for the card online ... (1 page)View decision -
Decision Reference DRN-2714902
14 Apr 2021 etika Finance UK Limited Not upheldConsumer CreditDRN-2714902 The complaint Mr A complains that PayBreak Limited (“PayBreak”), trading as afforditNOW have rejected a claim he made to them under section 75 of the Consumer Credit Act (1974). What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN8501165
12 Jan 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr T complains that Lowell Portfolio I Ltd continued to report a default that should not have been registered. backgroundMr T’s debt with another lender was bought by Lowell in June 2015. Mr T says that in July and August 2015 he was in contact with the original ... (2 pages)View decision -
Decision Reference DRN4043843
30 May 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMr S complains that PayPal Europe Sarl & Cie, SCA won’t give him a refund for a service he didn’t receive.backgroundMr S booked and paid for an airport parking space through a booking agent using PayPal. But when he tried to park his car the automatic entry system ... (2 pages)View decision