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 118878 results
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Decision Reference DRN-3798944
16 Nov 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3798944 The complaint Mr W has complained PayPal (Europe) Sarl et Cie, SCA won’t refund transactions he didn’t authorise. What happened In January 2022 Mr W noticed transactions on his PayPal account that he’d not made. This included a foreign payment which raised his suspicions. He co... (3 pages)View decision -
Decision Reference DRN-3808952
16 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3808952 The complaint Mr C complains that he can’t make payments to his credit card company online anymore following changes Bank of Scotland plc has made to its security processes. Mr C complains that Bank of Scotland plc doesn’t call him on his landline to make sure these payments -... (2 pages)View decision -
Decision Reference DRN-3741410
16 Nov 2022 Snap Finance LTD UpheldConsumer CreditDRN-3741410 The complaint Mr H complains about the way that Snap Finance LTD (Snap) handled direct debit payments on a fixed sum loan agreement. He would like more compensation than Snap has offered. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-3799551
16 Nov 2022 Bank of Scotland Plc UpheldMortgagesDRN-3799551 The complaint Mr and Mrs I complain that they were unable to draw additional borrowing on their mortgage with Bank of Scotland plc (trading as Halifax) due to an IT error. They ask that Halifax allows them to take out the additional borrowing at the same interest rate. What hap... (3 pages)View decision -
Decision Reference DRN-3804726
16 Nov 2022 Skrill Limited UpheldBanking and PaymentsDRN-3804726 The complaint Mr G complains about the service he received from Skrill Limited (“Skrill”) after he asked it to transfer some money. He says that Skrill is now pursuing him for a debt which he doesn’t owe and which has arisen because of a failing in Skrill’s transfer process. Wh... (3 pages)View decision -
Decision Reference DRN-3794479
16 Nov 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3794479 The complaint Mr D has complained that AA Underwriting Insurance Company Limited’s (AA UW) approved repairer caused damage to the rear windscreen and rear parking camera on his car when they repaired it following a claim under his after the event insurance policy. What happened... (2 pages)View decision -
Decision Reference DRN-3770747
16 Nov 2022 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3770747 The complaint Mr R says James Hay Administration Company Ltd (‘JH’) is responsible for the delay in transferring his Scottish Widows (‘SW’) pension – from SW to JH – in 2020; and for financial losses resulting from the delay. What happened One of our investigators looked into t... (5 pages)View decision -
Decision Reference DRN-3660387
16 Nov 2022 Hereford Pension, Investment and Mortgage Centre LLP UpheldPensions and AnnuitiesDRN-3660387 The complaint Mr S complains about the advice given by Hereford Pension, Investment and Mortgage Centre LLP (‘HPIMC’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believ... (10 pages)View decision -
Decision Reference DRN-3771773
16 Nov 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3771773 The complaint Mrs J complains about the time it took Inter Partner Assistance SA to register her claim when her flight from South Africa to London was cancelled in November 2021. What happened Mrs J had travel insurance with IPA. She was due to fly from Cape Town to London on 2... (3 pages)View decision -
Decision Reference DRN-3763639
16 Nov 2022 Bank of Scotland Plc UpheldMortgagesDRN-3763639 The complaint Miss W and Miss W (who I’ll refer to as Miss W1 and Miss W2) complain that Bank of Scotland plc treated them unfairly when the term of their interest only mortgage expired. Miss W1 has dealt with the complaint. She said she wasn’t interested in compensation, but w... (4 pages)View decision
