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 364862 results
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Decision Reference DRN-4727468
3 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4727468 The complaint Mr T complains about the way that Inter Partner Assistance SA (IPA) handled a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I thin... (4 pages)View decision -
Decision Reference DRN-4779980
3 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4779980 The complaint Mr P has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions UK LLP). Mr P transferred his existing personal pension to the Options SIPP to invest in a property-based investment scheme in Cape Verde. Mr... (24 pages)View decision -
Decision Reference DRN-4755887
3 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4755887 The complaint Mr T complains that NewDay Ltd (‘NewDay’) irresponsibly gave him five credit card accounts that he couldn’t afford. What happened In January 2020, Mr T applied for and was accepted for an Aqua Classic account with an initial credit limit of £450. There followed o... (3 pages)View decision -
Decision Reference DRN-4704276
3 May 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4704276 The complaint Ms K and Miss K complain about the service they received from their insurer when Ms K was injured abroad and required emergency medical assistance. Ms K brings the complaint on behalf of herself and Miss K. What happened Ms K held a travel insurance policy underwr... (7 pages)View decision -
Decision Reference DRN-4747173
3 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4747173 The complaint Miss G complained because Bank of Scotland plc, trading as Halifax, refused to refund her for a transaction she said she didn’t make. What happened On 22 July 2023, a debit card payment of £115.30 debited Miss G’s Halifax account. It was to a well-known retailer, ... (3 pages)View decision -
Decision Reference DRN-4780325
3 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4780325 The complaint Mr P complains that Bank of Scotland Plc, trading as Halifax, has treated him unfairly in relation to a transaction on his credit card which paid for jewellery. What happened In November 2022 Mr P used his Bank of Scotland Plc, trading a... (4 pages)View decision -
Decision Reference DRN-4425369
3 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4425369 The complaint Mr P complains that his account with PayPal (Europe) Sarl et Cie SCA (“PayPal”) was limited then closed. What happened In July 2023 PayPal reviewed Mr P’s PayPal account and decided to put a limitation on. So, Mr P complained to PayPal. PayPal looked into the comp... (2 pages)View decision -
Decision Reference DRN-4679619
3 May 2024 Belmont Green Finance Limited Not upheldMortgagesDRN-4679619 The complaint R, a limited company, complains Belmont Green Finance Limited trading as Vida Homeloans (“Vida”) didn’t warn it that it would need to apply for a new mortgage deal more than 10 days before the expiry of the old deal, for the new deal to follow on immediately after... (3 pages)View decision -
Decision Reference DRN-4657289
3 May 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4657289 The complaint Mx R complains about West Bay Insurance Plc’s handling of his motor insurance claim. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West Bay has accepted it is accountable for the actions ... (6 pages)View decision -
Decision Reference DRN-4279595
3 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4279595 The complaint Mr P has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (s... (8 pages)View decision
