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 363152 results
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Decision Reference DRN-4688989
12 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4688989 The complaint Mr E complains that a car he acquired with a hire purchase agreement with Creation Consumer Finance Ltd (“Creation”) was of unsatisfactory quality. What happened In November 2022, Mr E entered into a hire purchase agreement with Creation for a car. The car was aro... (3 pages)View decision -
Decision Reference DRN-4695074
12 Apr 2024 Scottish Equitable Plc UpheldInsuranceDRN-4695074 The complaint Miss W complains that Scottish Equitable Plc, trading as Aegon, unfairly declined an insurance claim she made and cancelled all her cover. What happened The history of events is well known to the parties, so I won’t repeat the detail here. In brief summary, Miss W... (4 pages)View decision -
Decision Reference DRN-4342271
12 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4342271 The complaint A company I’ll call C complains that PayPal (Europe) Sarl et Cie SCA (PayPal) blocked its account and applied a reserve of £565,000, meaning PayPal would deduct 50% of all payments received until C’s account balance hit the reserve amount. C is represented by one ... (4 pages)View decision -
Decision Reference DRN-4738563
12 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4738563 The complaint Mr L has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to flights he bought using his credit card. What happened To summarise, in August 2022 Mr L paid around £700 to a company I’ll call “T” to arr... (5 pages)View decision -
Decision Reference DRN-4693830
12 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4693830 The complaint Miss H complains that Wise Payments Limited won’t refund money she lost when she was the victim of a scam. She’s also unhappy with the way Wise communicated with her about its attempts to recover her money. What happened The background to this complaint is well kn... (5 pages)View decision -
Decision Reference DRN-4713997
12 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4713997 Complaint Mr M is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a job scam. Background In April 2023, Mr M fell victim to a job scam. He was contacted on a social media platform by someone offering a job opportunity. The role involved Mr M carrying ou... (3 pages)View decision -
Decision Reference DRN-4673315
12 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4673315 The complaint Mr W complains that Aviva Insurance Limited (Aviva) unfairly cancelled his motor insurance policy due to incorrect information recorded by its telematics box. What happened Mr W says his insurance cover was cancelled by Aviva for breaching the terms of his policy.... (2 pages)View decision -
Decision Reference DRN-4482501
12 Apr 2024 HANDEPAY LTD. Not upheldBanking and PaymentsDRN-4482501 The complaint Mr L complains that Handepay Limited (Handepay) mis-sold him a contract for terminal hire. What happened The background to this case is well known to the parties so, I won’t repeat it in detail. Briefly: Mr L has told us that: On 20 March 2023, he signed an agre... (3 pages)View decision -
Decision Reference DRN-4474478
12 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4474478 The complaint Mr C complains that Santander UK Plc did not refund a series of payments he lost to a scam. What happened Mr C was contacted by an international court and was told he was due compensation totalling €6,672.51 following a court case. This was in relation to a genuin... (4 pages)View decision -
Decision Reference DRN-4714848
12 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4714848 The complaint Miss M has complained, via a representative, that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here... (3 pages)View decision
