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 128312 results
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Decision Reference DRN-3983100
13 Jul 2023 Vitality Life Limited UpheldInvestmentsDRN-3983100 The complaint Mr K is unhappy with the way in which he’s been treated by Vitality Life Limited including withdrawing cover for life and serious illness insurance after he’d been told that cover had been put in place. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-4242440
13 Jul 2023 Telefonica UK Limited UpheldConsumer CreditDRN-4242440 The complaint Mr T has complained about the way Telefonica UK Limited trading as O2 administered fixed sum loan agreements he has with it. What happened Mr T bought various devices using fixed sum loan agreements with O2. The agreements are known as device plans. He also has ai... (4 pages)View decision -
Decision Reference DRN-4238083
13 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4238083 The complaint Ms F complains Lloyds Bank PLC didn’t help her when she had problems accessing her account online. What happened Ms F has a current account with Lloyds Bank with a debit card. Ms F has told us that she doesn’t have a phone, and she doesn’t want one. She’s also tol... (6 pages)View decision -
Decision Reference DRN-4204855
13 Jul 2023 Bamboo Limited UpheldConsumer CreditDRN-4204855 The complaint Mr J complains that Bamboo Limited irresponsibly lent him a loan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decision. Bamb... (2 pages)View decision -
Decision Reference DRN-4224648
13 Jul 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4224648 The complaint Mrs M complains that Loans 2 Go Limited (“L2G”) lent her a loan in July 2019 when it shouldn’t have. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-3654795
13 Jul 2023 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3654795 The complaint Mr M complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuita... (10 pages)View decision -
Decision Reference DRN-4142449
13 Jul 2023 Euroins AD UpheldInsuranceDRN-4142449 The complaint Miss D complains that Euroins AD hasn’t accepted the evidence she submitted in support of her travel insurance claim. What happened Miss D bought a single trip travel insurance to cover a trip between 5 and 26 August 2022. The policy covered her and her two childr... (2 pages)View decision -
Decision Reference DRN-4238684
12 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4238684 The complaint Mrs R complains about Metro Bank PLC. She says that Metro didn’t do enough to protect her when she became the victim of a scam and would like Metro to refund her the money she has lost. What happened Mrs R was introduced to ‘C’ by a friend who had recently started... (6 pages)View decision -
Decision Reference DRN-4243181
12 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4243181 The complaint Mr H complains that Lloyds Bank PLC added late payment markers to his credit file when his account went into a small unarranged overdraft. What happened Mr H applied for a current account with Lloyds. By way of an error and for reasons that are unclear, instead of... (3 pages)View decision -
Decision Reference DRN-4237235
12 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4237235 The complaint Mr S complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Jack... (48 pages)View decision