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 369227 results
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Decision Reference DRN-4804168
13 Aug 2024 Cofunds Limited UpheldPensions and AnnuitiesDRN-4804168 The complaint Mr J complains that Cofunds Limited (Cofunds) caused avoidable delays to the sale of his investments, leading to a financial loss. What happened Mr J had funds invested with Cofunds. In July 2023 he wanted to withdraw his funds and transfer them to another plat... (8 pages)View decision -
Decision Reference DRN-4891056
13 Aug 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4891056 The complaint Mr G complains TSB Bank PLC has incorrectly debited his account by £222 and he would like this money returned. What happened Mr G says he tried to book a log cabin online, but the deposit payments were blocked three times by TSB. Mr G says he was told by TSB th... (2 pages)View decision -
Decision Reference DRN-4536252
13 Aug 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4536252 The complaint A company, which I’ll refer to as G, complains that TSB Bank plc has unfairly taken recovery action for the debt on its Bounce Back Loan (BBL). What happened G successfully applied for a £25,000 BBL from TSB in June 2020. BBLs were designed to help businesses ... (4 pages)View decision -
Decision Reference DRN-4928339
13 Aug 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4928339 The complaint Ms M has complained about the way Hiscox Insurance Company Limited dealt with an escape of water claim she made under her home insurance policy which she jointly shares with Mr M. As Ms M is the lead complainant in this case I’ll refer to her in my decision. Wh... (3 pages)View decision -
Decision Reference DRN-4964028
13 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4964028 The complaint Mrs P complains, on behalf of Mr P, about a solar panel system (“the system”) he purchased using a loan from Creation Consumer Finance Ltd. What happened In 2015, Mr P purchased the system from a supplier, which I will call “S”. He paid for this using a loan f... (3 pages)View decision -
Decision Reference DRN-4576460
13 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4576460 The complaint Ms J complains she was charged interest by Creation Consumer Finance Ltd (Creation). What happened On 4 December 2022, Ms J borrowed money from Creation on a Buy Now Pay Later (BNPL) agreement. It was for a washing machine and was completed at the electrical re... (3 pages)View decision -
Decision Reference DRN-4496422
13 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4496422 The complaint Mr C complains PayPal (Europe) Sarl et Cie SCA, “Paypal”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says several transactions which took place on 8 and 9 September 2023 via his Paypal account were not ... (2 pages)View decision -
Decision Reference DRN-4663746
13 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4663746 The complaint Miss B complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection with its admitted poor service concerning problems using her debit card. What happened Miss B unexpectedly found she was unable to use her debit car... (3 pages)View decision -
Decision Reference DRN-4882543
13 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4882543 The complaint Mr T has complained that Wise Payments Limited (“Wise”) failed in its duty to protect him from an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-4696188
13 Aug 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4696188 The complaint T says Starling Bank Limited (“Starling”) have only partially refunded it for the disputed transactions on its account and it would like it to refund the rest. What happened There is no dispute here that the transactions T complained about after losing its phon... (2 pages)View decision
