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 121876 results
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Decision Reference DRN-3665867
3 Feb 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3665867 The complaint Mr J complains about the advice Inspirational Financial Management Ltd (‘IFM’) gave to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme. He says the ... (12 pages)View decision -
Decision Reference DRN-3944293
3 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3944293 The complaint Mr and Mrs F complain because Great Lakes Insurance SE hasn’t paid a claim for a cancelled holiday under their travel insurance policy. All references to Great Lakes include the agents it has appointed to handle claims on its behalf. What happened Mr and Mrs F hel... (5 pages)View decision -
Decision Reference DRN-3755422
3 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3755422 The complaint Mr P is unhappy Monzo Bank Ltd won’t refund transactions he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decisio... (2 pages)View decision -
Decision Reference DRN-3924306
3 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3924306 The complaint Mr R has complained that Loans 2 Go Limited (L2G) was irresponsible in lending to him because the loans weren’t affordable. What happened Mr R was advanced a total of three loans by L2G and a summary of his borrowing can be found in the table below. loan number l... (4 pages)View decision -
Decision Reference DRN-3942221
3 Feb 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3942221 The complaint Miss C is unhappy that a car supplied to her under a fixed sum loan agreement with Mitsubishi HC Capital UK Plc was of an unsatisfactory quality. Miss C is being represented in this complaint by Mr S. However, for ease of reference in my decision, I’ll refer to an... (5 pages)View decision -
Decision Reference DRN-3944194
3 Feb 2023 HMCA Insurance Ltd UpheldInsuranceDRN-3944194 The complaint Mr and Mrs S complain about HMCA Insurance Ltd’s decision to limit the amount paid towards claims made under their private medical insurance policy. What happened Mr and Mrs S took out the policy which started on 1 June 2021. Mr S is named as the main member, and ... (3 pages)View decision -
Decision Reference DRN-3943620
3 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3943620 The complaint Miss L complains that NewDay Ltd irresponsibly lent to her on a credit card. What happened In September 2015 Miss L applied for an ‘Aqua’ credit card account with NewDay, and initially an opening credit limit of £250 was approved. Over the next four years the limi... (3 pages)View decision -
Decision Reference DRN-3782222
3 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3782222 The complaint Miss D complains that ReAssure Limited failed to apply her monthly contributions to her personal pension. She also complains about ReAssure’s customer service. What happened Miss D paid £20 per month to ReAssure with the expectation that the contributions would be... (2 pages)View decision -
Decision Reference DRN-3901340
3 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3901340 The complaint A company which I’ll refer to as R, complains that Barclays Bank UK PLC haven’t offered sufficient compensation for the inconvenience caused by the bank’s loss of two cheques that R deposited into its account. In bringing this complaint R is represented by its dir... (3 pages)View decision -
Decision Reference DRN-3552976
3 Feb 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3552976 The complaint Mr W complains about the advice given by D C Financial Limited (DCF) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a significant fi... (15 pages)View decision
