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 359539 results
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Decision Reference DRN-4676107
1 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4676107 The complaint Miss O complained about delays when she asked Bank of Scotland plc (“BoS”) to put her on a different mortgage product. She said BoS caused delays, and though it had paid some compensation for that, she didn’t feel it had taken account of all the delays it caused. ... (2 pages)View decision -
Decision Reference DRN-4807602
1 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4807602 The complaint J, a limited company, complains about what U K Insurance Limited (UKI) did after it made a claim on its ‘Farm Combined’ insurance policy. Mr M, who is a director of J, is bringing the complaint on its behalf. What happened J’s ‘Farm Combined’ policy with UKI renew... (3 pages)View decision -
Decision Reference DRN-4871733
1 Jul 2024 Great Lakes Reinsurance (UK) SE UpheldInsuranceDRN-4871733 The complaint Mr and Mrs C are unhappy with what Great Lakes Reinsurance (UK) SE did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mr C, I’ll refer to him in this decision. What happ... (6 pages)View decision -
Decision Reference DRN-4881870
1 Jul 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4881870 The complaint Mr S complains PayPal UK Ltd overcharged him for a payment. What happened Mr S made a purchase via PayPal using a card at an overseas bank. When Mr S checked his overseas bank statement, he’d been charged roughly ten times the amount. Mr S complained to PayPal and... (2 pages)View decision -
Decision Reference DRN-4689219
1 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4689219 The complaint Mr and Mrs S complain that Barclays Bank UK PLC incorrectly recorded missed payments on their credit files in relation to their buy-to-let mortgage. What happened Mr and Mrs S have a buy-to-let mortgage with Barclays. They discovered that Barclays had recorded tha... (3 pages)View decision -
Decision Reference DRN-4881834
1 Jul 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4881834 The complaint Mr S complains PayPal UK Ltd won’t refund him in full for an incorrect item. What happened Mr S bought an item online and paid via PayPal. The item was delayed, and Mr S was sent a payment by the retailer. When the item arrived it was the wrong item, so Mr S appro... (3 pages)View decision -
Decision Reference DRN-4552096
1 Jul 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4552096 The complaint This complaint is about a phone enquiry Mr R made about taking out a mortgage with Lloyds Bank PLC. In the first conversation, Lloyds told him it couldn’t help him but then in another conversation the next day, indicated it might be able to consider an application... (2 pages)View decision -
Decision Reference DRN-4828265
1 Jul 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4828265 The complaint Mr R complains PayPal UK Ltd wouldn’t let him access a refund. What happened Mr R was paid a refund of £103 in January. Mr R tried to withdraw the money but couldn’t as he didn’t have updated card or account details on file. Mr R tried to add his details but could... (2 pages)View decision -
Decision Reference DRN-4839999
1 Jul 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4839999 The complaint Mr S complains PayPal UK Ltd overcharged him for a payment. What happened Mr S made a purchase via PayPal using a card at an overseas bank. When Mr S checked his overseas bank statement, he’d been charged roughly ten times the amount. Mr S complained to PayPal and... (2 pages)View decision -
Decision Reference DRN-4786368
1 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4786368 Complaint Mr G complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the payments to the agreement were unaffordable, so he should not have been lent to. Background In September 2016, Moneybarn provided ... (3 pages)View decision
