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 355536 results
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Decision Reference DRN-4946679
2 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4946679 The complaint Miss H complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. Miss H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by ... (4 pages)View decision -
Decision Reference DRN-4883553
2 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4883553 The complaint Mr and Mrs I complain AXA Insurance UK Plc unfairly removed subsidence cover from their home insurance policy. AXA’s been represented by an agent. For simplicity I’ve referred to the agent’s actions as being AXA’s own. Mr and Mrs I are joint policyholders. But... (3 pages)View decision -
Decision Reference DRN-4943752
2 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4943752 The complaint Mrs W has complained that U K Insurance Limited trading as Churchill (UKI) registered a default against her credit file but didn’t send her a default notice. Mrs W wants UKI to remove the default. What happened Mrs W held a car insurance policy with UKI in 2020... (2 pages)View decision -
Decision Reference DRN-4938118
2 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4938118 The complaint Ms O complains Bank of Scotland plc trading as Halifax won’t assist her with her financial difficulties. What happened Ms O called Halifax and explained the severe difficulties she was experiencing, and asked for some financial support. Halifax suggested food... (2 pages)View decision -
Decision Reference DRN-4916717
2 Sep 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4916717 The complaint Mr S has complained that Zurich Insurance PLC discriminated against him due to his age in relation to an annual travel insurance policy. What happened Mr S has been annually renewing his travel insurance policy for a number of years. Upon renewal in 2023 it to... (2 pages)View decision -
Decision Reference DRN-4857833
2 Sep 2024 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-4857833 The complaint Mr S complains eBay Commerce UK Ltd delayed a payment. What happened Mr S was looking to sell an item using eBay. Mr S called eBay and discussed the pay out to his bank account. eBay helped him add a new card and said the pay out should be the morning after t... (2 pages)View decision -
Decision Reference DRN-4876154
2 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4876154 The complaint Mrs A complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened What Mrs A says Mrs A says that on the morning of 14 December 2023 she received a call from someone who said they were from the security ... (4 pages)View decision -
Decision Reference DRN-4996338
2 Sep 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4996338 Complaint Mr J has complained about a personal loan Zopa Bank Limited (“Zopa”) which he says it unfairly lent to him. He says his existing debts and poor credit score meant that this loan was unaffordable for him. Background Zopa also provided Mr J with finance to acquire ... (4 pages)View decision -
Decision Reference DRN-4985155
2 Sep 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4985155 Complaint Miss W complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her. Background In June 2022, Moneybarn provided Miss W with finance for a used car. The cash price of... (3 pages)View decision -
Decision Reference DRN-4972299
2 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4972299 Complaint Mr P complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he shouldn’t have been lent to. ... (4 pages)View decision
