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 120614 results
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Decision Reference DRN-3668249
26 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3668249 The complaint Mr M complains that AXA and its agents have unreasonably delayed in the handling of his escape of water claim, and the required repairs. He wants AXA to increase its offer of compensation to him. What happened In November 2021, Mr M discovered dirty water leaking ... (3 pages)View decision -
Decision Reference DRN-3720498
26 Sep 2022 Wren Sterling Financial Planning Limited UpheldInvestmentsDRN-3720498 The complaint Mr N complains Wren Sterling Financial Planning Limited (“Wren Sterling”) has been collecting fees from him as part of an advisory services for a stocks and shares ISA investment and a personal pension plan. He complains that he hasn’t received the services he pai... (4 pages)View decision -
Decision Reference DRN-3643047
26 Sep 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3643047 The complaint Mrs C complains that Nationwide Building Society have unfairly blocked her account following transactions she made to her partner. What happened Nationwide contacted Mrs C in March 2021 about a series of payments she had made to an account in Sri Lanka between Dec... (3 pages)View decision -
Decision Reference DRN-3709528
26 Sep 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3709528 The complaint A trustee of a trust, who I’ll refer to as Mrs K, complains that The Royal Bank of Scotland Plc unfairly closed the trust’s bank account, without informing the trustees, and then declined to reopen it. I will refer to the trust itself as J in this complaint. What ... (3 pages)View decision -
Decision Reference DRN-3710855
26 Sep 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3710855 The complaint Mr H, through his representative, a claims management company (‘CMC’), complains that Zurich Assurance Ltd gave him insufficient information when it advised him to take out a freestanding additional voluntary contribution (‘FSAVC’) pension policy. What happened In... (5 pages)View decision -
Decision Reference DRN-3515358
26 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3515358 The complaint Mr M complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly. What happened In January 2018 Mr M opened a credit card account with NewDay. He had an initial account limit of £1,200 which was increased to £2,400 in September 2018. Further increases in... (3 pages)View decision -
Decision Reference DRN-3228237
26 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3228237 The complaint Mr H complains that Lloyds Bank PLC has stopped him accessing his online banking. What happened Mr H is a pensioner who has been a customer of Lloyds Bank for many years. He has two accounts with Lloyds Bank – an account with a debit card and an account with a cre... (4 pages)View decision -
Decision Reference DRN-2896364
26 Sep 2022 London and Capital Asset Management Limited UpheldInvestmentsDRN-2896364 The complaint Mr and Mrs N complain about the suitability of investment advice they received from London and Capital Asset Management Limited (L&C). In summary, they’re unhappy with the level of risk they were advised to take which caused unnecessary losses. What happened M... (5 pages)View decision -
Decision Reference DRN-3691124
26 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3691124 The complaint Ms D complains that Oodle Financial Services Limited refused to let her reject a faulty car. What happened In November 2019 Ms D acquired a second-hand car costing £12,100. It was funded by a deposit of £100 and the balance by a hire purchase agreement with Oodle.... (4 pages)View decision -
Decision Reference DRN-3717737
26 Sep 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3717737 The complaint Mrs D has complained that Blue Motor Finance Ltd (“BMF”) didn’t treat her fairly when it terminated her hire purchase agreement. Mrs D has brought her complaint via a representative but for clarity I will generally refer to her throughout. What happened In January... (7 pages)View decision
