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-4164061
1 Jun 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4164061 The complaint Mr M complains that The Prudential Assurance Company Limited failed to provide its agreement to receiving transferred pension benefits from his occupational pension scheme (“OPS”) in a timely manner. What happened I issued a provisional decision on this complaint ... (7 pages)View decision -
Decision Reference DRN-4119463
1 Jun 2023 Mortgage Light Ltd UpheldMortgagesDRN-4119463 The complaint Miss Y complains that Mortgage Light Ltd (“ML”) caused unnecessary delays in connection with her mortgage application. What happened Miss Y says ML caused delays to her Help-to-Buy (“HTB”) mortgage application. She complains that this led to the interest rate on h... (3 pages)View decision -
Decision Reference DRN-4165067
1 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4165067 The complaint Ms R and Mr W are unhappy with how Barclays Bank UK PLC have managed their mortgage application. They said their application was delayed and this has led to them missing out on the stamp duty holiday. What happened Ms R and Mr W took a mortgage out with Barclays i... (4 pages)View decision -
Decision Reference DRN-4141394
1 Jun 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4141394 The complaint Mr S, in his capacity as the director of a limited company “K”, complains that PrePay Technologies Limited (PPT) won’t refund transactions he didn’t authorise. K has an e-money account with Tide which is provided by PPT, and so PPT is the respondent business here.... (6 pages)View decision -
Decision Reference DRN-4164863
1 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4164863 The complaint Ms C complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2021, Ms C received a message through an instant messaging app from someone who referred to her as “Mum” and said their phone had been d... (4 pages)View decision -
Decision Reference DRN-4076749
1 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4076749 The complaint Mr A has complained about his car insurer esure Insurance Limited (Esure) because whilst it agreed to return his car to him following a total loss claim, it disposed of it instead. What happened Mr A’s car was parked when it was hit by another car. Mr A made a cla... (3 pages)View decision -
Decision Reference DRN-4073405
1 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4073405 The complaint Mrs C has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined a claim under her home insurance policy. What happened Mrs C contacted Admiral to make a claim for storm damage to her home. Admiral assessed the claim and declined it be... (3 pages)View decision -
Decision Reference DRN-3903171
1 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3903171 The complaint Mr W 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-2012, Mr W says he was approached ... (43 pages)View decision -
Decision Reference DRN-4084821
1 Jun 2023 Morses Club PLC UpheldConsumer CreditDRN-4084821 The complaint Mr B, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted his loans. What happened Mr B was advanced 6 loans and I’ve included some of the information we’ve received about them in t... (4 pages)View decision -
Decision Reference DRN-4089344
1 Jun 2023 Tandem Home Loans Ltd UpheldMortgagesDRN-4089344 The complaint Mr and Mrs J complain that Tandem Home Loans Ltd (“Tandem”) lent to them irresponsibly and didn’t carry out sufficient affordability checks at the time they took out their second charge mortgage (secured loan). Mr and Mrs J took the loan out with 1st Stop Home Loa... (9 pages)View decision