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 121479 results
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Decision Reference DRN-4168012
6 Oct 2023 Fluro Platform Limited UpheldInvestmentsDRN-4168012 The complaint Mr P complains that Fluro Platform Limited trading as Lending Works unfairly deducted money from his Innovative Finance ISA following changes it made to its terms and conditions. What happened Mr P held a P2P lending account for a number of years on Lending Work’s... (4 pages)View decision -
Decision Reference DRN-4387153
6 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4387153 The complaint Miss N complains about the way Great Lakes Insurance SE dealt with her travel insurance claim. Any reference to Great Lakes includes those assisting on its behalf. What happened Miss N made a claim on her travel insurance policy in November 2021. She’d fallen over... (4 pages)View decision -
Decision Reference DRN-3771294
6 Oct 2023 Specialist Lending Limited UpheldConsumer CreditDRN-3771294 The complaint Mrs C complains that she couldn’t cancel a fixed sum loan agreement that she took out with Specialist Lending Limited trading as Duologi, to finance an online educational programme for her children. What happened In September 2019 Mrs C bought an online educationa... (4 pages)View decision -
Decision Reference DRN-4064074
6 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4064074 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund money he lost to a scam. What happened Mr S wished to purchase some airline tickets. He received a quote from his local travel agent (that he’d used in the past), but on this occasion he decided to search online ins... (3 pages)View decision -
Decision Reference DRN-4048773
6 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4048773 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid to late 2012, Mr H says he was app... (43 pages)View decision -
Decision Reference DRN-4336799
6 Oct 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4336799 The complaint Mr C complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) provided no assistance when he approached it for help in connection with problems he’d had with the purchase of a motorcycle. What happened I issued a provisional decision on this case on 18 Aug... (6 pages)View decision -
Decision Reference DRN-4370148
6 Oct 2023 Shawbrook Bank Limited UpheldMortgagesDRN-4370148 The complaint Mr L and Ms S complain that Shawbrook Bank Limited didn’t allow them to defer their payments to their second charge mortgage in 2020, when it should have done so because of the coronavirus pandemic. What happened Mr L and Ms S have a second charge secured loan wit... (3 pages)View decision -
Decision Reference DRN-4197450
6 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4197450 The complaint Miss S complains that Studio Retail Limited trading as Ace (‘Studio Retail’) irresponsibly gave her a revolving credit account that she couldn’t afford. For simplicity I’ll refer to the revolving credit account as ‘the account’ or ‘the credit account’ in this deci... (3 pages)View decision -
Decision Reference DRN-4232604
6 Oct 2023 Arval UK Limited UpheldConsumer CreditDRN-4232604 The complaint Ms K complains Arval UK Limited (Arval) won’t reimburse her for the cost of repairs for a car that was supplied to her under a hire agreement. What happened In May 2021, Ms K entered into a 36 month hire agreement for a new car. She made an initi... (3 pages)View decision -
Decision Reference DRN-4346462
6 Oct 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4346462 The complaint Miss B complains about Lloyds Bank General Insurance Limited’s handling of her home insurance claim. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds has accepted it is accountable for ... (5 pages)View decision
