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 367300 results
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Decision Reference DRN-4532610
29 May 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4532610 The complaint Mr S complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, recorded negative information on his credit file, and also complains about related issues. What happened In August 2017, Mr S entered into a four-year regulated hire ag... (3 pages)View decision -
Decision Reference DRN-4819578
29 May 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4819578 The complaint Mr M has complained about the way Startline Motor Finance Limited (SMF) administered a hire purchase agreement he’d taken out to acquire a car. What happened To summarise, Mr M entered into a hire purchase agreement with SMF in August 2022 to acquire a used car. T... (6 pages)View decision -
Decision Reference DRN-4779762
29 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4779762 The complaint Mr G complains about how PayPal (Europe) Sarl et Cie SCA dealt with a refund. What happened Mr G says he bought a printer for £189.99 via PayPal. He says the printer was faulty and the money was refunded to PayPal. Mr G says PayPal didn’t then send the refund to t... (2 pages)View decision -
Decision Reference DRN-4822208
29 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4822208 The complaint Mr E has complained that National Westminster Bank Plc (‘NatWest’) closed his accounts including his credit card accounts and didn’t provide an explanation why. He wants all the accounts to be reopened. What happened Mr E had a number of accounts with NatWest for... (3 pages)View decision -
Decision Reference DRN-4818968
29 May 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4818968 The complaint Mr D complains that Tesco Personal Finance PLC, trading as Tesco Bank, has treated him unfairly in regard to a dispute about flight baggage. What happened Mrs D is an additional cardholder on Mr D’s Tesco credit card account. In January 2023 Mrs D u... (4 pages)View decision -
Decision Reference DRN-4790586
29 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4790586 The complaint Mr K complains that Wise Payments Limited won’t refund him an amount he believes he was overcharged by a merchant that he paid using his Wise debit card. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (2 pages)View decision -
Decision Reference DRN-4762924
29 May 2024 One Sure Insurance Limited UpheldInsuranceDRN-4762924 The complaint Mr N complains that his broker, One Sure Insurance Limited, caused his commercial motor insurance policy to be cancelled and didn’t tell him this. He wants the cancellation marker removed. What happened Mr N said he renewed his policy through One Sure and paid fo... (2 pages)View decision -
Decision Reference DRN-4788007
29 May 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4788007 The complaint Ms H complains that Aviva Life & Pensions UK Limited (Aviva) has failed to provide evidence that it applied her employer’s March 2020 contribution to her pension plan. She therefore believes that the contribution was never applied to her plan. What happened Ms... (3 pages)View decision -
Decision Reference DRN-4766166
29 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4766166 The complaint Mr B and Ms B complain about Aviva Insurance Limited’s handling of claims made under their home (buildings and contents) insurance and home emergency policies. Mr B and Ms B are joint policyholders. As most of the communication relating to the complaint has been f... (5 pages)View decision -
Decision Reference DRN-4510335
29 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4510335 The complaint Mr and Mrs N’s complaint is that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably in relation to a complaint they made about a timeshare they bought using credit from Shawbrook. What happened Mr and Mrs N purchased membership of an asset-backed... (6 pages)View decision
