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 246785 results
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Decision Reference DRN-4881870
1 Jul 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4881870 The complaint Mr S complains PayPal UK Ltd overcharged him for a payment. What happened Mr S made a purchase via PayPal using a card at an overseas bank. When Mr S checked his overseas bank statement, he’d been charged roughly ten times the amount. Mr S complained to PayPal and... (2 pages)View decision -
Decision Reference DRN-4689219
1 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4689219 The complaint Mr and Mrs S complain that Barclays Bank UK PLC incorrectly recorded missed payments on their credit files in relation to their buy-to-let mortgage. What happened Mr and Mrs S have a buy-to-let mortgage with Barclays. They discovered that Barclays had recorded tha... (3 pages)View decision -
Decision Reference DRN-4881834
1 Jul 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4881834 The complaint Mr S complains PayPal UK Ltd won’t refund him in full for an incorrect item. What happened Mr S bought an item online and paid via PayPal. The item was delayed, and Mr S was sent a payment by the retailer. When the item arrived it was the wrong item, so Mr S appro... (3 pages)View decision -
Decision Reference DRN-4552096
1 Jul 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4552096 The complaint This complaint is about a phone enquiry Mr R made about taking out a mortgage with Lloyds Bank PLC. In the first conversation, Lloyds told him it couldn’t help him but then in another conversation the next day, indicated it might be able to consider an application... (2 pages)View decision -
Decision Reference DRN-4786368
1 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4786368 Complaint Mr G complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the payments to the agreement were unaffordable, so he should not have been lent to. Background In September 2016, Moneybarn provided ... (3 pages)View decision -
Decision Reference DRN-4855199
1 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4855199 Complaint Mr M complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that he couldn’t afford the payments as he wasn’t working at the time. Background In June 2018, Alpher... (4 pages)View decision -
Decision Reference DRN-4772286
1 Jul 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4772286 Complaint Mr H complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent t... (3 pages)View decision -
Decision Reference DRN-4506499
1 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4506499 The complaint Mrs S complains that Moneybarn No. 1 Limited didn’t help her by taking back the car she bought using a loan it provided. What happened In April 2023 Mrs S bought a car funded by a conditional sale agreement with Moneybarn. Very soon after acquiring the car, Mrs S ... (2 pages)View decision -
Decision Reference DRN-4844788
1 Jul 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4844788 The complaint Mrs S, who is represented by her husband, complains that at the end of her hire agreement Motability Operations Limited (“MOL”) wouldn’t allow her to purchase the car that was subject to it. What happened In December 2019 Mrs S entered into a hire agreement with M... (2 pages)View decision -
Decision Reference DRN-4847391
30 Jun 2024 Wakam UpheldInsuranceDRN-4847391 The complaint Mr A complains that when he cancelled his policy with Wakam, he didn’t receive a refund. Any references to Wakam in this decision include its appointed agents and administrators. What happened Mr A held a car insurance policy with Wakam which commenced on 17 May 2... (2 pages)View decision
