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 360982 results
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Decision Reference DRN-4612732
5 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4612732 The complaint Mr H complains that esure Insurance Limited (“esure”) has unfairly handled a claim made under his motor insurance policy. Any reference to Mr H or esure includes respective agents or representatives. What happened The background of this complaint is well known to ... (2 pages)View decision -
Decision Reference DRN-4662994
5 Mar 2024 Digital Moneybox Limited UpheldBanking and PaymentsDRN-4662994 The complaint Miss E complains about errors, delays and poor service from Digital Moneybox Limited trading as Moneybox when trying to complete a Lifetime Individual Savings Account (LISA) transfer. What happened The background to this complaint and my initial conclusions were s... (4 pages)View decision -
Decision Reference DRN-4566806
5 Mar 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4566806 The complaint Mr D complains about the customer service he received from Shop Direct Finance Company Limited trading as very (“very”) after he returned an item for a refund. What happened In April 2022 Mr D opened a running credit account (“account”) with very and purchased a s... (2 pages)View decision -
Decision Reference DRN-4609413
5 Mar 2024 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-4609413 The complaint Mr F has complained that Standard Life Assurance Limited (‘Standard Life’) have not provided him with sufficient detail around the charges deducted from his pension, from inception to the current date. What happened Mr F requested a list of the charges applicable ... (4 pages)View decision -
Decision Reference DRN-4400719
5 Mar 2024 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-4400719 The complaint Mrs C is unhappy about the quality of a car supplied to her by Tandem Motor Finance Limited (“TMF”) under a hire purchase agreement. Mrs C has been represented. For clarity, I’ve only generally referred to Mrs C throughout this decision. What happened Mrs C acquir... (3 pages)View decision -
Decision Reference DRN-4562250
5 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4562250 Complaint Miss G complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said that the payments on agreement were unaffordable for her. Background In May 2019, Moneybarn provided Miss G with finance for a used car. The ... (3 pages)View decision -
Decision Reference DRN-3701084
5 Mar 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3701084 The complaint Mr M has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policies to an occupational scheme in 2011. Mr M’s occupational scheme was subsequently found to be a vehicle for p... (5 pages)View decision -
Decision Reference DRN-4467057
5 Mar 2024 MBNA Limited UpheldBanking and PaymentsDRN-4467057 The complaint Mr C has complained that MBNA Limited (“MBNA”) closed his credit card account by mistake. To rectify the mistake Mr C would like MBNA to reopen his credit card account and reinstate his credit limit. What happened In February 2023 MBNA wrote to Mr C to say that, a... (2 pages)View decision -
Decision Reference DRN-4450385
5 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4450385 The complaint Mrs K complains that after making a large payment towards her PayDown plan with NewDay Ltd, trading as Fluid, her monthly payments didn’t reduce. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (2 pages)View decision -
Decision Reference DRN-4600521
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4600521 The complaint Miss M complains that Monzo Bank Ltd trading as Monzo didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint... (4 pages)View decision
