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 369228 results
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Decision Reference DRN-4522977
12 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4522977 The complaint Ms A complains that American Express Services Europe Limited (AESEL) irresponsibly provided her with a credit limit increase (CLI) to her credit card account in 2022. What happened Ms A applied online for, and obtained, an AESEL credit account in 2016. The credit ... (2 pages)View decision -
Decision Reference DRN-4662233
12 Apr 2024 Progeny Wealth Limited Not upheldPensions and AnnuitiesDRN-4662233 The complaint Mr E has complained that Progeny Wealth Limited (‘Progeny’) misled him about the transfer of two of his occupational defined benefit (‘DB’) pensions. Mr E has stated that from the inception of his relationship with Progeny the transfer of these two DB pensions had... (8 pages)View decision -
Decision Reference DRN-4575956
12 Apr 2024 Rooftop Mortgages Limited Not upheldMortgagesDRN-4575956 The complaint Ms F is unhappy that Rooftop Mortgages Limited didn’t respond to a shortfall mortgage settlement offer she proposed to them in a timely manner. What happened Ms F had an interest only mortgage with Rooftop and obtained an equity release agreement with another prov... (3 pages)View decision -
Decision Reference DRN-4709200
12 Apr 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-4709200 The complaint Mrs B complains that she’s unable to use the funeral director of her choice with her funeral plan. She’s also unhappy about delays in receiving her welcome pack from Dignity Funerals Limited. If she’s not able to use her local funeral director, Mrs B would like he... (3 pages)View decision -
Decision Reference DRN-4700244
12 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4700244 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4688989
12 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4688989 The complaint Mr E complains that a car he acquired with a hire purchase agreement with Creation Consumer Finance Ltd (“Creation”) was of unsatisfactory quality. What happened In November 2022, Mr E entered into a hire purchase agreement with Creation for a car. The car was aro... (3 pages)View decision -
Decision Reference DRN-4695074
12 Apr 2024 Scottish Equitable Plc UpheldInsuranceDRN-4695074 The complaint Miss W complains that Scottish Equitable Plc, trading as Aegon, unfairly declined an insurance claim she made and cancelled all her cover. What happened The history of events is well known to the parties, so I won’t repeat the detail here. In brief summary, Miss W... (4 pages)View decision -
Decision Reference DRN-4342271
12 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4342271 The complaint A company I’ll call C complains that PayPal (Europe) Sarl et Cie SCA (PayPal) blocked its account and applied a reserve of £565,000, meaning PayPal would deduct 50% of all payments received until C’s account balance hit the reserve amount. C is represented by one ... (4 pages)View decision -
Decision Reference DRN-4738563
12 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4738563 The complaint Mr L has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to flights he bought using his credit card. What happened To summarise, in August 2022 Mr L paid around £700 to a company I’ll call “T” to arr... (5 pages)View decision -
Decision Reference DRN-4693830
12 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4693830 The complaint Miss H complains that Wise Payments Limited won’t refund money she lost when she was the victim of a scam. She’s also unhappy with the way Wise communicated with her about its attempts to recover her money. What happened The background to this complaint is well kn... (5 pages)View decision
