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-4802762
9 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802762 The complaint Miss C complains that Monzo Bank Limited won’t refund her after she fell victim to a vehicle purchase scam. What happened Miss C has explained that she had recently moved to the UK for the first time from her home country after receiving a job offer. Her employer ... (3 pages)View decision -
Decision Reference DRN-4824090
9 Jul 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4824090 The complaint Mr B has complained about the difficulties and delays he experienced when transferring funds to Just Retirement Limited (JRL) to buy an annuity. What happened The investigator who considered this matter set out the background to the complaint in her assessment of ... (7 pages)View decision -
Decision Reference DRN-4895925
9 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4895925 The complaint Mrs G complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll mainly refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investment made within her Self-Invested Personal Pension (‘S... (33 pages)View decision -
Decision Reference DRN-4782666
9 Jul 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4782666 The complaint Miss B complains that Loans 2 Go Limited (L2G) lent to her irresponsibly. What happened Miss B applied for a loan with L2G in August 2022. L2G approved the application and gave Miss B a loan of £2000 repayable over 24 months at £269.33 per month. Miss B complained... (3 pages)View decision -
Decision Reference DRN-4859892
9 Jul 2024 Skipton Building Society UpheldMortgagesDRN-4859892 The complaint Mr R’s complaint is that, without his knowledge or consent, Skipton Building Society removed its legal charge from his property title. As a result, this has triggered his Help to Buy (HTB) lender requesting repayment of its second charge shared equity loan. To set... (6 pages)View decision -
Decision Reference DRN-4833225
9 Jul 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-4833225 The complaint Mr S has complained about a transfer of his Liverpool Victoria Financial Services Limited’s (LV) personal pension to an occupational pension scheme, called the Merseyside Care Retirement Benefits Scheme (‘the Scheme’) in April 2013. The Scheme’s funds were subsequ... (12 pages)View decision -
Decision Reference DRN-4875853
9 Jul 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4875853 The complaint Mr S is complaining about Brent Shrine Credit Union Limited trading as My Community Bank because he says it lent irresponsibly in providing a loan he couldn’t afford. What happened In July 2021, Mr S took out a loan with My Community Bank (MCB) for £21,000, which ... (5 pages)View decision -
Decision Reference DRN-4892247
9 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4892247 The complaint Mrs C is unhappy that Barclays Bank UK PLC failed to transfer her cash ISA from another provider. What happened Mrs C applied to open an ISA with Barclays on 11 January 2023. An account (which I’ll call “Account A”) was set up to pay interest at the end of the one... (2 pages)View decision -
Decision Reference DRN-4875129
9 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4875129 The complaint Mr C has complained about a financial loss he feels he suffered on account of delays caused by his car insurer Admiral Insurance (Gibraltar) Limited. What happened Mr C owned a sports car. He bought another but it had a long lead time for delivery. His intention w... (3 pages)View decision -
Decision Reference DRN-4616779
8 Jul 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4616779 The complaint Ms R complains about the quality of a used car that was supplied through a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). Ms R is also unhappy with the contact she’s had from them. What happened In April 2022, Ms R acquired a used car... (4 pages)View decision