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 125400 results
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Decision Reference DRN-4707230
27 Mar 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4707230 The complaint Mr D complains that PayrNet Limited failed to release £151 of his funds. He’d like these funds returned. What happened Mr D had an account with an agent of PayrNet. For ease I’ll just refer to PayrNet in my decision. Both PayrNet and Mr D are aware of the facts of... (3 pages)View decision -
Decision Reference DRN-4577298
27 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577298 The complaint Mrs A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In June 2022, Mrs A saw an account she followed on a social media platform advertising that they had made money investing in cryptocurrency. She co... (5 pages)View decision -
Decision Reference DRN-4710798
27 Mar 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4710798 The complaint Miss M complains about a used car she acquired through a hire purchase agreement with MI Vehicle Finance Limited. The car has suffered an engine failure, that requires the engine to be replaced, and Miss M is unhappy she has been left with significant repair costs... (3 pages)View decision -
Decision Reference DRN-4676999
27 Mar 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4676999 The complaint Miss C has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’). Miss C complains that she transferred two deferred Occupational Pension Schemes (‘OPS’) Defined Benefit (‘DB’) pensions and a personal pension plan to the... (48 pages)View decision -
Decision Reference DRN-4676335
27 Mar 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4676335 The complaint Mr M is unhappy that, having asked for his annuity with Just Retirement Limited (Just) to be paid annually in arrears, he expected his first payment to be made in the 2024/2025 tax year. But the first payment is due to be made on or about 1 April 2024. What happen... (4 pages)View decision -
Decision Reference DRN-4698484
27 Mar 2024 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4698484 The complaint Mr U complains Lantern Debt Recovery Services Ltd trading as Lantern, have reported incorrect information, which has impacted his credit file. What happened Mr U entered a Debt Relief Order (DRO) in March 2021. Included in this DRO were several debts, including a ... (3 pages)View decision -
Decision Reference DRN-4641179
26 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4641179 The complaint Ms P is unhappy with the redress offer from TSB Bank plc following its decision to refund her under its fraud guarantee scheme. TSB decided to refund her after it agreed she’d been the victim of an Authorised Push Payment (APP) scam. What happened Ms P paid funds ... (4 pages)View decision -
Decision Reference DRN-4649744
26 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4649744 The complaint Mr W complains that esure Insurance Limited, trading as Sheila’s Wheels hasn’t refunded home insurance premiums he’d continued to pay by direct debit for a number of years after he’d moved out of the insured property. What happened In late 2022, Mr W noticed that ... (3 pages)View decision -
Decision Reference DRN-4708323
26 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4708323 The complaint Mrs W complains that esure Insurance Limited mishandled her motor insurance policy. What happened Mrs W had a car, first registered in 2020. She insured it with esure for the year from early May 2023. The cost of the insurance was about £320.00. Later, Mrs W order... (3 pages)View decision -
Decision Reference DRN-4705964
26 Mar 2024 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4705964 The complaint Mr K complains about the way that CIGNA Life Insurance Company of Europe SA-NV has administered his personal private international medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summ... (6 pages)View decision
