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 392389 results
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Decision Reference DRN-5736192
15 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5736192 The complaint Mrs V complains that PayPal UK Ltd declined her disputed transaction claim. What happened On 12 March 2025 Mrs V purchased a flight from Kenya Airways for £1,259.32 using PayPal. When Mrs V tried to check in online for the flight she was unable to do so. She ca... (2 pages)View decision -
Decision Reference DRN-5279594
15 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5279594 The complaint Mr S complains J.P. Morgan Europe Limited trading as Chase won’t refund money he lost to a scam. A representative who I will call “W” complains on behalf of Mr S. What happened The background to this complaint is well-known to both parties, so I won’t repeat it... (4 pages)View decision -
Decision Reference DRN-5726787
15 Sep 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5726787 The complaint Mr and Mrs N complain about the service they received from Astrenska Insurance Limited when Mrs N needed medical assistance abroad. What happened Mrs N was on holiday when she found a lump which needed to be investigated. Mrs N says her condition worsened durin... (3 pages)View decision -
Decision Reference DRN-5671394
15 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5671394 The complaint Mr B complains that Cynergy Bank Plc provided poor service and didn’t confirm he’d deposited money into his ISA or respond to him quickly enough. What happened Mr B explains he opened an ISA and sent £20,000 to it from his other bank on 11 February 2025. He say... (2 pages)View decision -
Decision Reference DRN-5793100
15 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5793100 The complaint Mr F and Miss S complain INTACT INSURANCE UK LIMITED unfairly declined a claim they made on their pet insurance policy. What happened INTACT was previously known by another name. I’ve referred to its new name throughout this decision. Miss S has raised this co... (3 pages)View decision -
Decision Reference DRN-5687762
15 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5687762 The complaint Mrs J complains Creation Consumer Finance Ltd (Creation) pursued her for the wrong monthly repayment on a fixed-sum loan it provided. What happened As the facts are well-known to both parties, I’ve only set out the key events below. On 5 June 2023, Mrs J boug... (3 pages)View decision -
Decision Reference DRN-5601690
15 Sep 2025 Park's of Hamilton (Holdings) Limited Not upheldInsuranceDRN-5601690 The complaint Mr M complains that Park’s of Hamilton (Holdings) Limited (“Park’s”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission.... (4 pages)View decision -
Decision Reference DRN-5684601
15 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5684601 The complaint Mrs T complains about Liverpool Victoria Insurance Company Limited’s (LV) handling of her claim including its decision not to pursue a recovery for its costs and Mrs T’s policy excess under her motor insurance policy. What happened In April 2024 Mrs T’s vehicle... (4 pages)View decision -
Decision Reference DRN-5740185
15 Sep 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5740185 The complaint Mr W has complained that Coventry Building Society has made changes to his account without his consent, which has caused him significant distress. What happened Mr W had an ‘Interest Zone’ account with Coventry, but it changed this to an ‘Easy Access’ account. ... (2 pages)View decision -
Decision Reference DRN-5785856
15 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5785856 The complaint Mr and Mrs G complain that Shawbrook Bank Limited (‘Shawbrook’) is liable to pay them compensation following a complaint made about a timeshare bought using credit provided by Shawbrook. What happened Mr and Mrs G were existing members of a timeshare with a tim... (5 pages)View decision