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 128312 results
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Decision Reference DRN-3741113
2 Aug 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3741113 The complaint Mr S complains that Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions) didn’t carry out sufficient due diligence when it accepted his application to transfer his occupational defined benefit (‘DB’) pension scheme benefits into a self-invested... (32 pages)View decision -
Decision Reference DRN-4943794
2 Aug 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4943794 The complaint Mrs W says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Mrs W took out a loan for £14,000 over 60 months from MCB on 11 June 2020. The monthly repayments were £348.91, and the total repayable w... (3 pages)View decision -
Decision Reference DRN-4943720
2 Aug 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4943720 The complaint Mr J complains about a used car he acquired through a hire purchase agreement with First Response Finance Ltd. He says that he agreed to acquire the car after the dealership had agreed to complete the work needed to get the car through the MOT it had recently f... (9 pages)View decision -
Decision Reference DRN-4788903
2 Aug 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4788903 The complaint Miss S complains that she has been unable to log-in to her account with Frasers Group Financial Services Limited, trading as Studio. What happened Miss S has had an account with Studio for many years. She has logged into her account online to manage payments bu... (2 pages)View decision -
Decision Reference DRN-4939042
2 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4939042 The complaint Mr and Mrs B complain about the settlement offer Liverpool Victoria Insurance Company Limited (LV) made following the loss of Mrs B’s jewellery, under their home contents insurance policy. I’ll refer to Mr B in my decision for ease. What happened In January 2... (3 pages)View decision -
Decision Reference DRN-4872559
2 Aug 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4872559 The complaint Mrs S is unhappy that Fortegra Europe Insurance Company Ltd (Fortegra) didn’t repair her vehicle under her cosmetic protection policy, instead offering a contribution towards the cost of the repair. What happened In September 2022 Mrs S took out a complete cos... (3 pages)View decision -
Decision Reference DRN-4511805
2 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4511805 The complaint Mr F complains about a car he acquired with finance provided by Creation Consumer Finance Ltd. What happened In August 2022, Mr F entered into a regulated hire purchase agreement with Creation to pay for a used car. The car was four years old, its cash price wa... (4 pages)View decision -
Decision Reference DRN-4913220
2 Aug 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4913220 The complaint A limited company, which I will refer to as S, complains about the settlement offered in relation to its commercial motor insurance claim by Aioi Nissay Dowa Insurance UK Limited. What happened The following is intended only as a brief summary of events. Additi... (4 pages)View decision -
Decision Reference DRN-4942821
2 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942821 The complaint Miss S complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of two investment scams. She’s being supported by a representative. To keep things simple, I’ll refer to Miss S throughout this decision. What happened The background t... (7 pages)View decision -
Decision Reference DRN-4926691
2 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4926691 The complaint Mrs B says Monzo Bank Ltd unfairly reported a default on her credit file in relation to a fee- paid current account. What happened Mrs B opened a ‘Monzo Plus’ account in January 2023. The account attracted a £5 monthly charge, in return for certain benefits. T... (2 pages)View decision