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 122624 results
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Decision Reference DRN-3730244
30 Sep 2022 ReAssure Limited UpheldInvestmentsDRN-3730244 The complaint Mrs A complained that ReAssure Limited (when it was trading as Legal & General ‘L&G’) gave her and her late husband unsuitable investment advice. This complaint is brought on behalf of Mrs A by a claims management company but to keep things simpler, I’ll m... (7 pages)View decision -
Decision Reference DRN-3699677
30 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3699677 The complaint Ms M complains that BMW Financial Services (GB) Limited (BMWFS) failed to inform her about a missing payment when they agreed a payment deferral. What happened In November 2019 Ms M entered a hire purchase agreement with BMWFS for a new car. The terms of this agre... (6 pages)View decision -
Decision Reference DRN-3329485
30 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3329485 The complaint Mr C complains that changes Metro Bank PLC has made to its processes mean he can no longer access his account or carry out transactions as he doesn’t own a mobile phone. He also complains that Metro Bank PLC didn’t send him hard copy statements when he asked for t... (4 pages)View decision -
Decision Reference DRN-3728214
30 Sep 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3728214 The complaint Mr W complained that in 2002 he was underpaid a terminal bonus by Aviva Life & Pensions UK Limited (when it was trading as AXA Sun Life) and he is unhappy with the amount Aviva has paid by way of redress. What happened In 2017, Aviva took over administration o... (5 pages)View decision -
Decision Reference DRN-3730106
30 Sep 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3730106 The complaint Mrs M complains that National Westminster Bank Plc incorrectly recorded her payments with Credit Reference Agencies (CRA’s) and they have charged her an annual fee and interest despite her being in financial difficulties. Mrs M is represented by her son in bringin... (7 pages)View decision -
Decision Reference DRN-3117956
30 Sep 2022 Coutts & Company UpheldInvestmentsDRN-3117956 The complaint Mr and Mrs M complain about advice they received from Coutts & Company to invest £300,000 in a collective investment called the Orbita Capital Return Strategy. They say that advice was unsuitable because the investment represented more risk than they had been ... (6 pages)View decision -
Decision Reference DRN-3639677
30 Sep 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3639677 The complaint Mr W complains about the way The National Farmers’ Union Mutual Insurance Society Limited trading as NFU Mutual (“NFU”) handled a subsidence claim against his home and lifestyle insurance policy. Reference to NFU include their agents. What happened The background ... (4 pages)View decision -
Decision Reference DRN-3473635
30 Sep 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3473635 The complaint Mr P has complained that he was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of his Small Self-Administered Scheme (SSAS), to make investments within the scheme including a discretionary managed portfolio and a Cape Verde ho... (15 pages)View decision -
Decision Reference DRN-3667288
30 Sep 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3667288 The complaint Mr C’s complained that Bank of Ireland (UK) Plc closed his account without notice, and caused him inconvenience. And he’d like compensation for the impact on him. What happened Mr C had an account with Bank of Ireland. In August 2020 Bank of Ireland asked Mr C que... (3 pages)View decision -
Decision Reference DRN-3565988
30 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3565988 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) have failed to refund £4,000 he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mr P was scammed in... (3 pages)View decision
