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 370149 results
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Decision Reference DRN-4641758
30 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4641758 The complaint Mr B complains that HSBC UK Bank Plc has failed to identify his savings accounts and can’t account for their closure of where the funds have gone. What happened Mr B said that in the mid-1990s he opened four accounts in his name, including a cash ISA and high ... (3 pages)View decision -
Decision Reference DRN-4871360
30 Jul 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4871360 The complaint Mr M complains that Fortegra Europe Insurance Company Ltd have declined his claim for minor cosmetic damage repairs to his car. What happened In February 2024 Mr M made a claim under the cosmetic Minor Damage Protection Insurance policy he held with Fortegra f... (3 pages)View decision -
Decision Reference DRN-4908361
30 Jul 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4908361 The complaint Mr H is unhappy that Great Lakes Insurance UK Limited declined a claim made under his travel insurance policy. What happened Mr H says he was unwell and, as a result, was unable to go on a UK trip booked for March 2024. He says he cancelled his booking. He mad... (2 pages)View decision -
Decision Reference DRN-4937139
30 Jul 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4937139 The complaint Mr A complains that eBay Commerce UK Ltd held on to money in his account without justification for three weeks, and he would like compensation. I have described the consumer as ‘Mr A’ as to use the single letter of his surname could identify him. What happened... (4 pages)View decision -
Decision Reference DRN-4859635
30 Jul 2024 Social Money Limited Not upheldConsumer CreditDRN-4859635 The complaint Miss B, who is represented by her father, complains that Social Money Limited, trading as Payl8r (‘Payl8r’) irresponsibly gave her a loan she couldn’t afford and without carrying out proper checks. For simplicity, I will refer to the business throughout as ‘Pay... (3 pages)View decision -
Decision Reference DRN-4903130
30 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4903130 The complaint Ms C complains about a credit card account she had with Vanquis Bank Limited. More specifically, I understand Ms C is unhappy about the sale of the policy to her and because she says she never received the benefits from the Repayment Option Plan (ROP) product o... (2 pages)View decision -
Decision Reference DRN-4935050
30 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4935050 The complaint Mr C has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to purchases he made using his credit card. What happened From August 2022 to March 2023 Mr C said he participated in a promotion run by a... (6 pages)View decision -
Decision Reference DRN-4748205
30 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4748205 The complaint Mr Q complains that Aviva Insurance Limited (Aviva) failed to repair his car in full after an accident when driving, under his motor insurance policy. What happened Mr Q damaged his car when he drove onto a kerb in April 2023. He made a claim to Aviva, which it... (4 pages)View decision -
Decision Reference DRN-4910317
30 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4910317 The complaint Mr T complains that Zopa Bank Limited (“Zopa”) refused to default his account until he was six months in arrears. He’s also unhappy that Zopa told him it would be consider a partial settlement offer until the account had defaulted. What happened Mr T took out a... (3 pages)View decision -
Decision Reference DRN-4857922
30 Jul 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4857922 The complaint Mr V complains Oodle Financial Services Limited trading as Oodle Car Finance shouldn’t have lent to him as he couldn’t afford the finance. Mr V in bringing his complaint is represented by a third party. For ease of reading I will only refer to Mr V in my decisi... (4 pages)View decision
