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 123872 results
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Decision Reference DRN-3690724
27 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3690724 The complaint Mrs G complains through her representative that Everyday Lending Limited trading as Everyday Loans (Everyday) irresponsibly lent her money on a high cost loan which she couldn’t afford to repay. What happened Everyday provided Mrs G with a loan of £1,500 on 23 Feb... (3 pages)View decision -
Decision Reference DRN-3699580
27 Oct 2022 Lendable Ltd UpheldConsumer CreditDRN-3699580 The complaint Mr J complains that Lendable Ltd lent to him irresponsibly What happened Using information from Lendable Ltd, here is a summary of Mr J’s loan. It remains outstanding. Loan Date taken Amount Term Monthly repayment 1 15/04/2021 £1,000 24 months £51.92 Mr J complain... (3 pages)View decision -
Decision Reference DRN-3670150
27 Oct 2022 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-3670150 The complaint Mr S complains about the way CIGNA Europe Insurance Company SA-NV handled a claim he made on a travel insurance policy. When I’ve referred to CIGNA, I’m also referring to the claims handling company which dealt with Mr S’ claim on its behalf. What happened Mr S to... (3 pages)View decision -
Decision Reference DRN-3763646
27 Oct 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3763646 The complaint Mr C complains that PayrNet Limited won’t refund payments he didn’t make from his account. What happened Mr C disputes two payments from his account on 12 December 2020 – one for £3 and the other for £283. Both were made to a payee he didn’t recognise. He says tha... (2 pages)View decision -
Decision Reference DRN-3741729
27 Oct 2022 Morses Club PLC UpheldConsumer CreditDRN-3741729 The complaint Mrs R complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced her loans. Had it carried out proper checks it would’ve discovered Mrs R couldn’t afford them. What happened Mrs R took five lo... (4 pages)View decision -
Decision Reference DRN-3582790
27 Oct 2022 Futures Assured Ltd UpheldPensions and AnnuitiesDRN-3582790 The complaint Mr H complains about the advice given by Futures Assured Ltd to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss.... (10 pages)View decision -
Decision Reference DRN-3707515
27 Oct 2022 ReAssure Limited UpheldInvestmentsDRN-3707515 The complaint Mr and Mrs E complain that ReAssure Limited hasn’t paid them a fair amount of interest on a backdated surrender value. What happened The facts of this case are well known to both parties so I don’t intend to repeat them here. In summary, ReAssure didn’t conduct a ... (3 pages)View decision -
Decision Reference DRN-3738860
26 Oct 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3738860 The complaint Mr B complains that Citibank UK Limited (Citibank) didn’t process his inward payment. What happened On 9 May 2022, Mr B made a payment of USD120,000 from his UK bank account to his UK Citibank account. The funds were needed for a property purchase due to complete ... (2 pages)View decision -
Decision Reference DRN-3758050
26 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3758050 The complaint The estate of Mrs L complains about how Barclays Bank UK PLC dealt with an account closure and complains about a letter sent by it. The estate is represented by its solicitor whom I will call “Mr P”. What happened Mr P says that Barclays failed to close all of Mrs... (2 pages)View decision -
Decision Reference DRN-3773595
26 Oct 2022 AJ Bell Management Limited UpheldInvestmentsDRN-3773595 The complaint In brief summary, Mr B complained that AJ Bell Management Limited (AJB) was responsible for delaying a ‘Bed and ISA’ transaction - two linked deals where his shares would be sold in his dealing account and straightaway bought in his ISA. Mr B exceeded his annual I... (5 pages)View decision
