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-4309672
4 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4309672 The complaint Mrs S has complained about Accredited Insurance (Europe) Limited (Accredited’s) handling of a claim she made under her buildings insurance policy for subsidence damage to her home. What happened Mrs S made a claim for cracking damage to the garage building at her ... (4 pages)View decision -
Decision Reference DRN-4414237
4 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4414237 The complaint Mr G complains about Zurich Insurance PLC (“Zurich”) and their decision to decline the claim he made on the home insurance policy affiliated to the property he was a leaseholder for. What happened The claim and complaint circumstances are well known to both partie... (4 pages)View decision -
Decision Reference DRN-4508964
4 Mar 2024 Freemans Plc Not upheldConsumer CreditDRN-4508964 The complaint Mrs J is being represented by a claims manager. She’s complaining about Freemans Plc because she says it lent irresponsibly in granting her credit and increasing her credit limits when she couldn’t afford it. What happened In 2011, Mrs J took two separate catalogu... (2 pages)View decision -
Decision Reference DRN-4613981
4 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldConsumer CreditDRN-4613981 Complaint Ms R has complained about a credit account PayPal (Europe) Sarl et Cie SCA (“PayPal”) provided to her. She says that she shouldn’t have been approved for the finance or the credit limit increases as she already had other commitments that she was struggling with. Backg... (3 pages)View decision -
Decision Reference DRN-4614800
4 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4614800 Complaint Mr S and Mrs S complain that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional-sale agreement with them. They’ve said the agreement was unaffordable and so they shouldn’t have been accepted for it. Background In May 2019, Moneybarn provided Mr S and... (3 pages)View decision -
Decision Reference DRN-4657274
4 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4657274 Complaint Mrs B has complained that Santander UK Plc (“Santander”) unfairly failed to block gambling transactions from her current account in circumstances where other institutions did so. Background Mrs B made a number of gambling transactions on her Santander current account.... (5 pages)View decision -
Decision Reference DRN-4630785
4 Mar 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4630785 Complaint Mrs G has complained that Shop Direct Finance Company Limited (“Shop Direct”) irresponsibly provided her with catalogue shopping accounts. She says that the accounts were unaffordable for her and they as well as the credit limit increases should not have been provide... (5 pages)View decision -
Decision Reference DRN-4577523
4 Mar 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4577523 Complaint Miss M is unhappy with what Monzo Bank Ltd (“Monzo”) has agreed to do to put things right after she complained about having been irresponsibly provided with a loan. Background Miss M has also complained about having been provided with an overdraft by Monzo. But we’ve ... (3 pages)View decision -
Decision Reference DRN-4441499
4 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4441499 Complaint Mrs G has complained about a credit account PayPal (Europe) Sarl et Cie SCA (“PayPal”) provided to her. She says that she shouldn’t have been approved for the finance as she’d only recently come out of an insolvency arrangement. Background PayPal provided Mrs G with a... (3 pages)View decision -
Decision Reference DRN-4393711
4 Mar 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4393711 The complaint Mrs A has complained that she is unhappy with the quality of a car she acquired in March 2023, using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mrs A acquired a used BMW at the end of March 2023, using a hire-purcha... (4 pages)View decision
