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 360264 results
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Decision Reference DRN-4678003
17 Apr 2024 Evelyn Partners Investment Services Limited Not upheldPensions and AnnuitiesDRN-4678003 The complaint Miss P complains that Evelyn Partners Investment Services Limited (EPISL) failed to provide her with timely advice about her pension fund, and that this led to a financial loss. What happened In October 2019, Miss P decided to start using EPISL’s Product Investmen... (12 pages)View decision -
Decision Reference DRN-4420233
17 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4420233 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA unfairly declined a dispute he raised. What happened On 2 May 2023 Mr R purchased a phone for £1,495.50 from a merchant I’ll refer to as J. Mr R has explained that the phone was faulty so he contacted J and was a... (3 pages)View decision -
Decision Reference DRN-4456097
17 Apr 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4456097 The complaint Mr T complains that Marks & Spencer Financial Services Plc trading as M&S Bank (M&S) failed to inform him when they blocked his credit card which caused unnecessary expense whilst he was abroad. What happened In October 2023, Mr T attempted to use his ... (2 pages)View decision -
Decision Reference DRN-4696099
17 Apr 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4696099 The complaint Ms G complains about Shawbrook Bank Limited (Shawbrook) and how they processed a cash ISA transfer to another financial institution (which I’ll call A) and how Shawbrook dealt with her subsequent complaint. As a result, Ms G says she suffered distress and inconven... (2 pages)View decision -
Decision Reference DRN-4527955
17 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4527955 The complaint Mrs B complains about how Nationwide Building Society (“Nationwide”) dealt with her request for a refund. What happened Mrs B paid £350 on her Nationwide debit card in September 2022 to book a holiday with a company I’ll call “A’. She was due to travel in March 20... (3 pages)View decision -
Decision Reference DRN-4747391
17 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4747391 The complaint Mr M complains that Zopa Bank Limited (“Zopa”) unfairly entered into a credit agreement with him. He says that the credit card was unaffordable for him, and therefore he shouldn’t have been lent to. What happened In May 2022, Zopa provided Mr M with a credit card ... (3 pages)View decision -
Decision Reference DRN-4744346
17 Apr 2024 AXIS Specialty Europe SE Not upheldInsuranceDRN-4744346 The complaint Mr H complains that AXIS Specialty Europe SE refused to cover his claim for an escape of water and avoided his commercial property insurance policy. What happened There have been several businesses or individuals involved in this complaint acting as agents or rep... (7 pages)View decision -
Decision Reference DRN-4745329
17 Apr 2024 Independent Order of Odd Fellows Manchester Unity Friendly Society Limited Not upheldInvestmentsDRN-4745329 The complaint Mr and Mrs G have jointly complained that the Independent Order of Odd Fellows Manchester Unity Friendly Society Limited continued to take annual payments from their bank account after their savings plan had matured. What happened The background to this complaint ... (6 pages)View decision -
Decision Reference DRN-4608443
17 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4608443 The complaint Mr W complains about Moneybarn No.1 Limited’s decision to lend him. He says the loan was unaffordable. A representative has brought the complaint to our service. But for clarity, I’ve only referred to Mr W throughout this decision. What happened In September 2021 ... (4 pages)View decision -
Decision Reference DRN-4607960
17 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4607960 The complaint Mr J complains that Clydesdale Bank Plc trading as Virgin Money failed to arrange a payment plan and defaulted his account. What happened Mr J held a credit card account with Virgin Money. He says that in July 2023 he called Virgin Money to arrange a payment plan.... (2 pages)View decision
