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 81924 results
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Decision Reference DRN-3997365
3 Mar 2023 Gain Credit LLC UpheldConsumer CreditDRN-3997365 The complaint Mr M says Gain Credit LLC (trading as Drafty) gave him a line of credit he couldn’t afford to repay. Mr M says at the time the facility was approved he had a lot of other debt including an overdraft. What happened Mr M approached Drafty for a running credit facili... (4 pages)View decision -
Decision Reference DRN-3971941
3 Mar 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3971941 The complaint Mr C has complained about the poor level of service he received from Clydesdale Bank Plc (trading as Virgin Money) in relation to a blocked credit card payment. What happened On 24 January 2022 Mr C was trying to buy a car for £4,500 using his credit card. The pay... (2 pages)View decision -
Decision Reference DRN-3992255
2 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3992255 The complaint Mr P complains that AXA Insurance UK Plc is responsible for poor service in connection with his claim under a motor insurance policy. What happened The subject matter of the claim and the complaint is a car made by a premium-brand manufacturer in 2011. The car was... (4 pages)View decision -
Decision Reference DRN-3962080
2 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3962080 The complaint Mrs C is unhappy with Ageas Insurance Limited’s (Ageas) handling of a claim made under her commercial insurance policy. Any references to Ageas include its agents. What happened In November 2021 Mrs C contacted Ageas to let them know about some damage to the bath... (3 pages)View decision -
Decision Reference DRN-3716238
2 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3716238 The complaint Miss F complains that Monzo Bank Ltd (“Monzo”) won’t refund payments sent from her account which she didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (3 pages)View decision -
Decision Reference DRN-3983421
2 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3983421 The complaint Mr M complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (38 pages)View decision -
Decision Reference DRN-3892315
2 Mar 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3892315 The complaint Mr H complains that Zopa Bank Limited have unfairly refused to write off a £25,000 loan that he says was applied for fraudulently by a third party. What happened The details of this complaint are well known to both parties, so I will not repeat everything again he... (2 pages)View decision -
Decision Reference DRN-3998239
2 Mar 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-3998239 The complaint Miss C complains that Halifax Share Dealing Limited (‘HSD’) didn’t do enough to help her recover her money after she mistakenly instructed it to transfer share dealing proceeds to an incorrect bank account. She feels the mental stress and anguish she experienced w... (4 pages)View decision -
Decision Reference DRN-3726085
2 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3726085 The complaint Mr O complains that Aviva Life & Pensions UK Limited failed to put his pension benefits into payment in a timely manner. What happened Mr O held pension savings with Aviva. In July 2021, as he approached his 65 th birthday the following month, Mr O completed a... (3 pages)View decision -
Decision Reference DRN-3829582
2 Mar 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3829582 The complaint Mr B complained that he was given unsuitable advice to transfer a defined benefit (DB) occupational pension, to a type of personal pension plan, in 2014. Niche Independent Financial Advisers Limited is responsible for answering this complaint and so to keep things... (9 pages)View decision
