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 367928 results
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Decision Reference DRN-4422835
30 May 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4422835 The complaint Mr V complains that American Express Services Europe Limited (trading as American Express) failed to credit his merchant account with Amex card transactions processed between October 2021 and October 2022. What happened American Express accepted that Mr V’s mercha... (2 pages)View decision -
Decision Reference DRN-4764506
30 May 2024 St James's Place UK plc Not upheldPensions and AnnuitiesDRN-4764506 The complaint Mr P complained that St James’s Place UK plc (SJP) did not provide him with access to his pension benefits in a timely manner. He also believed it acted incorrectly when applying a reduction in relation to income tax on the payment of his benefits. He would like t... (4 pages)View decision -
Decision Reference DRN-4824237
30 May 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4824237 The complaint Mr M’s complaint is that STARTLINE MOTOR FINANCE LIMITED (“Startline”) provided him with an unaffordable hire purchase agreement. What happened Startline approved Mr M with a hire purchase agreement via a credit broker in April 2022. The capital amount lent was £1... (5 pages)View decision -
Decision Reference DRN-4740878
30 May 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4740878 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) pushed him into accepting a number of repayment plans which were unaffordable for him. The plans failed and Mr H ended up with a County Court Judgement (CCJ). What happen... (4 pages)View decision -
Decision Reference DRN-4808667
30 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4808667 The complaint Mr and Mrs S’ complaint is about a claim they made on the legal expenses insurance section of their travel insurance policy, underwritten by Aviva Insurance Limited (‘Aviva’). Mr and Mrs S say Aviva treated them unfairly. In this decision all references to Aviva i... (3 pages)View decision -
Decision Reference DRN-4782371
30 May 2024 Loans Warehouse Ltd Not upheldMortgagesDRN-4782371 The complaint Miss A complains about the service she received from Loans Warehouse Ltd during her application for a bridging loan. Specifically, she complains that: She wasn’t told she would need to provide full architectural drawings to the valuer. If she’d known the valuer w... (3 pages)View decision -
Decision Reference DRN-4701102
30 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4701102 The complaint Mr Y complains that Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened Mr Y contracted a local company – which I’ll refer to as A – to provide and install new doors and windows at his home. He paid a deposit of £1,489.60... (3 pages)View decision -
Decision Reference DRN-4659040
30 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4659040 The complaint Ms J complains that Wise Payments Limited trading as Wise did not refund a series of payments she lost to a scam. What happened Ms J was the victim of an investment scam, in which she was convinced to open an account with Wise and make the following payments to th... (3 pages)View decision -
Decision Reference DRN-4673732
30 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4673732 The complaint A company, which I will refer to as C, complains that Barclays Bank UK Plc failed to properly process a change of mandate request – with the result that C’s directors could not access C’s money for several weeks. Mrs T, one of C’s directors, complains on its behal... (4 pages)View decision -
Decision Reference DRN-4751482
30 May 2024 Paragon Finance Plc Not upheldConsumer CreditDRN-4751482 The complaint Miss J complains Paragon Finance PLC trading as Moorgate Loan Servicing (“Paragon”) irresponsibly provided her with two unaffordable personal loans. What happened Miss J was provided with loans in 2004 and 2006. Since the loans were arranged a number of businesses... (3 pages)View decision
