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-4138164
22 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4138164 The complaint Mr B complains about how esure Insurance Limited trading as esure (“esure”) handled his claim after his car was hit by a third party. Mr B is also unhappy he had to pay the excess despite the accident not being his fault. What happ... (3 pages)View decision -
Decision Reference DRN-4205470
22 Jun 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4205470 The complaint Mr L complains that Haven Insurance Company Limited (Haven) declined his claim and cancelled his commercial motor insurance policy, following a fire. What happened Mr L explains he is in a partnership with a Mr M. The policy in Mr L’s name is for a catering van th... (4 pages)View decision -
Decision Reference DRN-4202343
22 Jun 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4202343 The complaint Mr A, through a representative, says Loans 2 Go Limited irresponsibly lent to him. What happened Mr A took out an 18-month instalment loan for £250 from Loans 2 Go on 18 July 2020. The monthly repayments were £57.14 and the total repayable was £1,028.52. Mr A says... (2 pages)View decision -
Decision Reference DRN-4171447
22 Jun 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4171447 The complaint Mr M complains that Lantern Debt Recovery Services Ltd (Lantern) made a mistake with the payment date when it set up a new arrangement. What happened Mr M held an account with Lantern. On 30 December 2022 Mr M spoke with an agent at Lantern to discuss his existing... (2 pages)View decision -
Decision Reference DRN-4198823
22 Jun 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4198823 The complaint Miss J complains about the quality of a car she acquired under a hire purchase agreement with MI Vehicle Finance Limited (“MI”). What happened In January 2022 Miss J acquired a used car costing £9,890. Having paid the supplying dealership a deposit of £300 Miss J ... (4 pages)View decision -
Decision Reference DRN-4188685
22 Jun 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4188685 The complaint Mrs M complains that Lloyds Bank General Insurance Limited (Lloyds) declined her claim for damage caused by an escape of water and avoided her home buildings insurance policy (treated it as though it never existed). Mrs M is represented by Mr M in her complaint. I... (5 pages)View decision -
Decision Reference DRN-4187737
22 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4187737 The complaint Miss W is unhappy that she wasn’t able to make a payment towards her Monzo Bank Ltd (Monzo) flex account. What happened Miss W holds a flex account with Monzo. This allows her to spread the cost of eligible purchases over a three-month interest free instalment pla... (3 pages)View decision -
Decision Reference DRN-4199724
22 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4199724 The complaint Mr S 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 early 2012, Mr S was approached by a r... (42 pages)View decision -
Decision Reference DRN-4120242
22 Jun 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4120242 The complaint Mr M says ReAssure Limited was responsible for a delay in paying the remainder of his pension funds as requested and for a history of poor customer service. He says this caused him financial detriment, trouble and upset. What happened Mr M called ReAssure on 1 Sep... (3 pages)View decision -
Decision Reference DRN-4204761
22 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4204761 The complaint Mrs E complains that HSBC UK Bank Plc won’t reimburse her for the money she lost when she fell victim to an ‘authorised push payment’ (“APP”) safe account scam. What happened I issued my provisional decision on this complaint on 30 March 2023. The background and c... (12 pages)View decision
