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 342371 results
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Decision Reference DRN-4844440
9 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4844440 The complaint Mr M complains that Mitsubishi HC Capital UK Plc trading as Novuna (‘Novuna’) 1 is liable to pay him compensation following a complaint made about a timeshare bought using credit provided by Novuna. Although the purchase that is connected to this complaint was mad... (12 pages)View decision -
Decision Reference DRN-4838270
9 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4838270 The complaint Miss L complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessment.... (4 pages)View decision -
Decision Reference DRN-4802762
9 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802762 The complaint Miss C complains that Monzo Bank Limited won’t refund her after she fell victim to a vehicle purchase scam. What happened Miss C has explained that she had recently moved to the UK for the first time from her home country after receiving a job offer. Her employer ... (3 pages)View decision -
Decision Reference DRN-4816444
9 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4816444 The complaint Mrs L and Mr L complain TSB Bank plc (TSB) failed to provide complete detailed paper bank statements despite previous complaints raised about the issue. What happened Mr L says he has held a joint bank account with TSB for many years but in May 2022 his paper stat... (2 pages)View decision -
Decision Reference DRN-4836197
9 Jul 2024 Charles Cameron & Associates Ltd Not upheldMortgagesDRN-4836197 The complaint Miss B and Mr N complain that advice they received in 2021 from a mortgage broker working for Charles Cameron & Associates Ltd (“CCA”) wasn’t suitable for them. They said they now faced greatly increased payments because they were advised to take a shorter fix... (3 pages)View decision -
Decision Reference DRN-4824090
9 Jul 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4824090 The complaint Mr B has complained about the difficulties and delays he experienced when transferring funds to Just Retirement Limited (JRL) to buy an annuity. What happened The investigator who considered this matter set out the background to the complaint in her assessment of ... (7 pages)View decision -
Decision Reference DRN-4895925
9 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4895925 The complaint Mrs G complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll mainly refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investment made within her Self-Invested Personal Pension (‘S... (33 pages)View decision -
Decision Reference DRN-4782666
9 Jul 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4782666 The complaint Miss B complains that Loans 2 Go Limited (L2G) lent to her irresponsibly. What happened Miss B applied for a loan with L2G in August 2022. L2G approved the application and gave Miss B a loan of £2000 repayable over 24 months at £269.33 per month. Miss B complained... (3 pages)View decision -
Decision Reference DRN-4882679
9 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4882679 The complaint Mr C and Ms Z complain about the way that Aviva Insurance Limited has settled a personal possessions claim they made on a travel insurance policy. What happened Mr C and Ms Z hold travel insurance as a benefit of a packaged bank account. In 2023, Mr C and Ms Z’s b... (2 pages)View decision -
Decision Reference DRN-4845382
9 Jul 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4845382 The complaint Mrs D complains the maturity value of her with-profits endowment policy with The Prudential Assurance Company Limited was below what she had been led to expect, and that management fees had been hidden. What happened Prudential provided an estimated maturity value... (2 pages)View decision