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
-
Decision Reference DRN-2904625
8 Jun 2022 UK Credit Limited UpheldConsumer CreditDRN-2904625 The complaint Miss L complains that the loan she had from UK Credit Limited was unaffordable to her and that it should have carried out better checks. What happened Miss L took out a guarantor loan with UK Credit on 2 January 2018. She borrowed £6,000 and was due to repay £264.... (4 pages)View decision -
Decision Reference DRN-3516976
8 Jun 2022 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-3516976 The complaint K L (Cardiff) Limited’s (K) complaint about Shawbrook Bank Limited (SBL) relates to changes made to the monthly amount SBL collected in relation to K’s commercial mortgage. K are also unhappy with the time it took to deal with their complaint, and as a resolution,... (4 pages)View decision -
Decision Reference DRN-3490004
8 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3490004 The complaint Mr L complains that when PayPal (Europe) Sarl et Cie SCA implemented new rules on authenticating customers, he had trouble accessing his PayPal account and was “excluded” because he didn’t have a mobile phone to receive codes to. What happened Mr L says that when ... (7 pages)View decision -
Decision Reference DRN-3479503
8 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3479503 The complaint Mr F complains that Everyday Lending Limited trading as Everyday Loans (“ELL”) lent to him in an irresponsible manner. What happened Mr F was given two loans by ELL, in July 2017 and in April 2019. He first borrowed £1,000 that he agreed to repay in 24 monthly ins... (4 pages)View decision -
Decision Reference DRN-3271688
8 Jun 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3271688 The complaint Mr D complains that Capital One (Europe) plc (Capital One) processed a payment to an online shopping site from his credit card account without his authorisation and subsequently refused to refund the payment. What happened Mr D holds a credit card account with Cap... (3 pages)View decision -
Decision Reference DRN-3521382
8 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3521382 The complaint Mr D complains about Aviva’s handling of a claim made under his property insurance policy. What happened Mr D owns a flat which is covered by a property insurance policy underwritten by Aviva and taken out by the management company and freeholder for the developme... (10 pages)View decision -
Decision Reference DRN-3528883
8 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3528883 The complaint Mr H is unhappy about the service he received from HSBC UK Bank Plc (“HSBC”) regarding his overdraft facility. What happened Mr H held an account with HSBC. On the 6 November 2021 he received a letter which outlined the details of his overdraft. It stated that his... (3 pages)View decision -
Decision Reference DRN-3174577
8 Jun 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3174577 The complaint Miss P complains that Klarna Bank AB (publ) didn’t close her credit account promptly and made a number of administrative errors with payments. What happened In January 2021, Miss P contacted Klarna to arrange to close her running account credit facility. She said ... (2 pages)View decision -
Decision Reference DRN-3521279
8 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3521279 The complaint Mrs S complains about a decision by Creation Consumer Finance Ltd (“Creation”) not to uphold a claim she made to them about goods not being delivered. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-3463607
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3463607 The complaint Miss C is unhappy that Monzo Bank Ltd won’t refund her after she lost money to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in July 2021 Miss C made... (5 pages)View decision
