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-5167763
9 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5167763 The complaint Mr S complains about a disputed payment and whether PayPal UK Ltd trading as PayPal refunded him as expected. What happened Mr S made a payment of £147.64 towards goods purchased using his PayPal credit account. On 28 January 2024, he raised a payment dispute t... (3 pages)View decision -
Decision Reference DRN-5212811
9 Jun 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5212811 The complaint Mr L complains about the balance of a fixed sum loan agreement he has with Telefonica UK Limited trading as O2. What happened In July 2023, Mr L took out a fixed sum loan agreement with Telefonica to pay for a brand new mobile telephone device. The cash price o... (3 pages)View decision -
Decision Reference DRN-5441137
9 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5441137 The complaint Mr M complains that Specialist Motor Finance Limited (SMF) were irresponsible in approving a hire purchase agreement for him because it was unaffordable. When I refer to what Mr M and SMF said or did, it should also be taken to include things said or done on t... (6 pages)View decision -
Decision Reference DRN-5442304
9 Jun 2025 H & H Insurance Brokers Limited Not upheldInsuranceDRN-5442304 The complaint Mr C has complained on behalf of D, a limited company, about the way H & H Insurance Brokers, trading as Smallholder Protect (“H”), sold it an insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: D took ... (3 pages)View decision -
Decision Reference DRN-5565185
9 Jun 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5565185 The complaint Mr J has complained about the way Propensio Finance Limited administered a fixed sum loan agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over them again in detail. But, to summarise, in January ... (2 pages)View decision -
Decision Reference DRN-5612145
9 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5612145 The complaint Mr P complains that U K Insurance Limited, trading as Green Flag, broke his key fob when it sent an engineer out to fix his car. What happened Mr P has a policy with Green Flag for car breakdown. On 25 July 2024, Mr P called Green Flag as his car wouldn’t star... (2 pages)View decision -
Decision Reference DRN-5399831
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5399831 The complaint Miss S complains Lloyds Bank PLC (“Lloyds”) should not have raised a chargeback claim on her credit card payment. She says that step provoked legal action against her from the supplier and left her with legal costs Lloyds should cover. What happened On 19 Sept... (5 pages)View decision -
Decision Reference DRN-5551584
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5551584 The complaint Mr S complains that Barclays Bank UK plc trading as Tesco Bank (Tesco Bank) won’t refund a £60 transaction which Mr S says he didn’t make. Mr S wants this amount refunded. What happened The background to this complaint is well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-5575154
9 Jun 2025 1 Answer Insurance Services Ltd UpheldInsuranceDRN-5575154 The complaint Mr P has complained about his insurance broker 1 Answer Insurance Services Ltd (1A) – he believes it misled him about reducing his insurance and caused him to remain with the insurer for longer than needed. All of which resulted in him incurring extra costs. W... (4 pages)View decision -
Decision Reference DRN-5602510
9 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5602510 The complaint Mr H complains about the balance owed on his account with PayPal UK Ltd trading as PayPal. What happened On 30 December 2022, Mr H made a purchase for £4,100. He used his PayPal credit account to make the purchase, and the goods were bought via eBay. Mr H initi... (4 pages)View decision
