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 385994 results
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Decision Reference DRN-5838721
28 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5838721 The complaint Mr M has complained to Phoenix Life Limited, trading as Standard Life, that it has failed in its duty of care to make sure the pension funds he’s been able to self-select as a retail investor were suitable. Mr M has further said that Phoenix Life has failed to ... (9 pages)View decision -
Decision Reference DRN-4701859
28 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4701859 The complaint Ms H, Mr W, Mrs W and Mr W as trustees of The W Trust (the trustees) complain about the way Zurich Assurance Ltd has administered the W Trust’s reviewable whole of life policy. They’re unhappy at the changes required to the premium to maintain the sum assured. ... (5 pages)View decision -
Decision Reference DRN-5626335
28 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5626335 The complaint Mr L, through his representative, complains that Plata Finance Limited trading as Zopa lent to him more than once when he could not afford to repay the loans. What happened Mr L took three loans. The table below gives a few details. Zopa has said that he took t... (3 pages)View decision -
Decision Reference DRN-5866660
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5866660 The complaint Mr T complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (4 pages)View decision -
Decision Reference DRN-5867633
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5867633 The complaint Ms C complains that Barclays Bank UK PLC unreasonably closed her bank account and required immediate repayment of an overdraft debt. What happened Ms C held a bank account with Barclays with an overdraft facility. Throughout 2023 Ms C had a number of payments ... (6 pages)View decision -
Decision Reference DRN-5870968
28 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5870968 The complaint Mr S is unhappy with the exchange rate applied by Bank of Scotland plc trading as Halifax (‘Halifax’) when they converted an incoming Euro payment. He doesn’t think it’s in line with the information on their website and it’s led to a loss. What happened Mr S’ s... (3 pages)View decision -
Decision Reference DRN-5756421
28 Nov 2025 247 Money Group Limited UpheldConsumer CreditDRN-5756421 The complaint Mr S complains that 247 Money Group Limited trading as 247Money lent to him by approving a car finance agreement which he says he could not afford. What happened In February 2022 Mr S wanted to buy a second hand car which he did using the car finance provided b... (4 pages)View decision -
Decision Reference DRN-5965453
28 Nov 2025 Steven Day UpheldPensions and AnnuitiesDRN-5965453 The complaint Mrs R complains that Steven Day (trading as A J Life) gave her unsuitable advice to transfer the deferred benefits in her occupational pension scheme (‘OPS’) to a Self-Invested Personal Pension (‘SIPP’). She explains that she suffered investment losses and beli... (16 pages)View decision -
Decision Reference DRN-5944958
28 Nov 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5944958 The complaint Miss W complains about Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’). She says it was irresponsible in lending to her. Miss W is represented in this complaint but for ease of reference I have referred to Miss W throughout the decision.... (4 pages)View decision -
Decision Reference DRN-5861538
28 Nov 2025 V12 Retail Finance Limited UpheldConsumer CreditDRN-5861538 The complaint Ms K complained about the way V12 Retail Finance Limited (V12) dealt with a claim about goods she bought through a fixed sum loan agreement. What happened In August 2021 Ms K entered into a fixed sum loan agreement with V12 to purchase sofas from a retailer I’... (5 pages)View decision
