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 120436 results
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Decision Reference DRN-3501206
28 May 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3501206 The complaint Mr E complains about the end of contract charges he’s been asked to pay by PSA Finance UK Limited (“PSA”) at the end of a car hire agreement. What happened I issued my provisional decision on this complaint in April this year. An extract from that provisional deci... (3 pages)View decision -
Decision Reference DRN-3368486
27 May 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3368486 The complaint In summary, Mr X has complained about the delay in ReAssure Limited setting up the annuity payments from his pension policy. What happened Mr X contacted ReAssure in March 2021 and asked to take an annuity from his pension policy. On 26 March 2021, it sent him a r... (3 pages)View decision -
Decision Reference DRN-3499164
27 May 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3499164 The complaint Mr R complains TSB Bank plc treated him unfairly when he approached it for assistance in obtaining a refund after a holiday company he had paid with his debit card became insolvent and could no longer provide his holiday. What happened I’ve already outlined the fa... (4 pages)View decision -
Decision Reference DRN-3424110
27 May 2022 Munro-Greenhalgh (Life and Pensions) UpheldPensions and AnnuitiesDRN-3424110 The complaint Mrs R complains about the suitability of the “advice” she says she was given by Munro- Greenhalgh (Life and pensions) referred to as “Munro-Greenhalgh” to transfer her Occupational Pension Scheme (OPS) benefits to a personal pension plan (PPP) in 1998. Although Mu... (10 pages)View decision -
Decision Reference DRN-3212422
27 May 2022 Cynergy Bank Limited UpheldBanking and PaymentsDRN-3212422 The complaint Mrs T complains that Cynergy Bank Limited (Cynergy) went ahead with an online ISA transfer after she had called it to cancel her request and in rectifying it transferred the funds to an ordinary account meaning it lost its ISA status. What happened Mrs T applied f... (3 pages)View decision -
Decision Reference DRN-2889524
27 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-2889524 The complaint Mr B has complained about how Bank of Scotland plc handled his mortgage accounts following his bankruptcy in March 2011. The mortgages were held with Birmingham Midshires (“BM”) and The Mortgage Business (“TMB”), both of which are trading names of Bank of Scotland... (5 pages)View decision -
Decision Reference DRN-3489596
27 May 2022 Amtrust Europe Limited UpheldInsuranceDRN-3489596 The complaint Mr C is unhappy Amtrust Europe Limited turned down a claim he made on his legal expenses insurance policy. What happened Mr C has legal expenses insurance with Amtrust provided as part of his home insurance policy. In February 2021 he made claim on his policy. The... (4 pages)View decision -
Decision Reference DRN-3503716
27 May 2022 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-3503716 The complaint Mrs N complained as she thought she’d suffered financial loss as SJP hadn’t acted in the way she thought they ought to have done. What happened Mrs N had an existing relationship with the adviser, who was an appointed representative of SJP about whom she complains... (6 pages)View decision -
Decision Reference DRN-3501921
27 May 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3501921 The complaint Miss H complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat the full details again here. Instead I’ll focus... (2 pages)View decision -
Decision Reference DRN-3501863
27 May 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3501863 The complaint Miss D is unhappy at Shop Direct Finance Company Limited’s trading as Very (“Shop Direct”) handling of her account when she experienced financial difficulties. What happened Miss D had a credit agreement with Shop Direct. In February 2017, due to a change in her f... (5 pages)View decision
