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-4797270
14 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4797270 The complaint Mr D complains about how NewDay Ltd trading as Aqua did not refund him for a transaction. What happened The parties are familiar with the background of this complaint – so I won’t be covering this in detail here. It reflects my informal remit. In summary, in Novem... (5 pages)View decision -
Decision Reference DRN-4212881
14 May 2024 IG Index Limited Not upheldInvestmentsDRN-4212881 The complaint Mr Y complained about IG Index Limited. He said he did not understand what he was signing up for or how Contracts for Difference (CFD) trading worked. He said IG allowed him to take on too much risk and it shouldn’t have done this as he was an inexperienced invest... (4 pages)View decision -
Decision Reference DRN-4757894
14 May 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4757894 The complaint Mr R’s complaint is that National Savings and Investments (“NSI”) declined his application to open a Premium Bond account. What happened On 6 April 2023 Mr R submitted a postal application to open a Premium Bond account. The account opening form required that he p... (3 pages)View decision -
Decision Reference DRN-4453104
14 May 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4453104 The complaint Mr B is unhappy with Sainsbury's Bank Plc’s response to a complaint about the outcome of claims he made under Section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Mr B says his van broke down around March 2022 and was towed to a garage I’ll refer... (5 pages)View decision -
Decision Reference DRN-4797998
14 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4797998 The complaint Mr M is unhappy that PayPal (Europe) Sarl et Cie, SCA, reimbursed money to a buyer who had received the goods he’d sold to them. What happened Mr M sold some goods to a buyer and received payment. Mr M posted the sold goods to the buyer, who received the sent good... (2 pages)View decision -
Decision Reference DRN-4661851
14 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4661851 The complaint Mrs W complains about U K Insurance Limited’s (UKI) handling of her claim following an accident she was involved in when driving, under her motor insurance policy. What happened In September 2023 Mrs W was involved in a car accident. She says she was turning right... (3 pages)View decision -
Decision Reference DRN-4764908
14 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4764908 The complaint Mr and Mrs G have complained that UK Insurance Limited (‘UKI’) didn’t automatically renew their home insurance policy. For the avoidance of doubt, the term ‘UKI’ includes its agents for the purposes of this decision letter. What happened Mr and Mrs G had expected ... (3 pages)View decision -
Decision Reference DRN-4718447
14 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4718447 The complaint Miss H complains that the loan she received from Loans 2 Go Limited was unaffordable to her. What happened Miss H was approved for a £360 loan from Loans 2 Go on 5 September 2023 as shown below: Loan Date Amount Term Repayment 1 5 Sep 2023 £360 18m £74 Miss H says... (3 pages)View decision -
Decision Reference DRN-4731517
14 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4731517 The complaint Miss D complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss D is represented, but for ease of reading I’ll refer to Miss D throughout this d... (7 pages)View decision -
Decision Reference DRN-4757203
14 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4757203 The complaint Mr W complains Wise Payments Limited didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has an account with Wise which he opened in the course of the scam he says he’s fallen for. He has an account elsewhere with a busine... (3 pages)View decision
