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 365917 results
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Decision Reference DRN-5145995
14 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5145995 The complaint Mr H has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home emergency policy. What happened Mr H contacted Accredited to deal with a leak from a pipe. Accredited sent a plumber, who visited the following day. ... (4 pages)View decision -
Decision Reference DRN-5115650
14 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5115650 The complaint Mr M complains that Vanquis Bank Limited (‘Vanquis’) were wrong to suggest he’d asked to close his account. He says they made errors when dealing with his complaint about that issue. What happened Mr M complained to Vanquis that: They were wrong to suggest in... (2 pages)View decision -
Decision Reference DRN-5100311
14 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5100311 The complaint Mr C is unhappy that HSBC UK Bank Plc trading as first direct (HSBC) didn’t amend his title as requested on two occasions. What happened Mr C contacted HSBC to request a change of title. HSBC acknowledged this at the end of October 2023 and explained what info... (2 pages)View decision -
Decision Reference DRN-5068926
14 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5068926 The complaint Mr W complains that Oodle Financial Services Limited trading as Oodle Car Finance was irresponsible in its lending to him. He wants all interest, fees and charges that were paid under his hire purchase agreement refunded along with interest. Mr W is represented... (3 pages)View decision -
Decision Reference DRN-5115906
14 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5115906 The complaint Mr M complains Barclays Bank UK PLC won’t refund the disputed transactions that took place on his personal current account. What happened Mr M says he received funds into his account following a family trip which his family members owed him money for. He’s ex... (5 pages)View decision -
Decision Reference DRN-5052295
14 Nov 2024 I Go 4 Ltd. UpheldInsuranceDRN-5052295 The complaint Mr F complains that I Go 4 Ltd (trading as WiseDriving) didn’t give him clear information about the amount owed on his insurance policy when he called to cancel it. He says this caused him to be contacted by debt collectors for an outstanding balance. What hap... (2 pages)View decision -
Decision Reference DRN-5143089
14 Nov 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-5143089 The complaint Mr C complains that Monzo Bank Ltd lent irresponsibly when it approved his loan application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr C applied for a loan with Monzo in Septemb... (3 pages)View decision -
Decision Reference DRN-4889028
14 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4889028 The complaint Ms C complains that Barclays Bank UK PLC did not refund the £10,000 she says she lost to a scam. Ms C is represented in this complaint by a solicitor. What happened Ms C was looking to invest and was introduced to a company I’ll call ‘HS’. HS had several diff... (3 pages)View decision -
Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision -
Decision Reference DRN-4811470
14 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4811470 The complaint Ms B complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) raised disputes on payments made from her account, ultimately leading to her losing out financially. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision
