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 123440 results
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Decision Reference DRN-3539892
15 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3539892 The complaint Mr and Mrs B complain about Royal & Sun Alliance Insurance Limited (RSA)’s proposed settlement of their buildings insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-3554276
15 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3554276 The complaint Mrs H complains that Tesco Personal Finance plc trading as Tesco Bank blocked her access to online banking . She would like it reinstated. . What happened The details of this complaint are well known to both parties so I won’t repeat them again here instead I wil... (2 pages)View decision -
Decision Reference DRN-3702641
15 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3702641 The complaint Mr A is unhappy with how Oodle Financial Services Limited (Oodle) dealt with his request for help when his income reduced due to the Coronavirus (Covid-19) pandemic. What happened In December 2017, Mr A was supplied with a used car through a hire purchase agreemen... (6 pages)View decision -
Decision Reference DRN-3701708
15 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3701708 The complaint Mr B complains that Aviva Life & Pensions UK Limited paid a significantly lower final bonus on his with-profits pension than he expected. What happened In December 2019 Mr B was quoted a transfer value of £111,820.98 which included a final bonus of £35,738.44.... (3 pages)View decision -
Decision Reference DRN-3683405
15 Sep 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3683405 The complaint Mr F has complained about the fees he was charged by his broker Acorn Insurance & Financial Services Ltd (Acorn) when he cancelled his motor insurance policy. What happened I issued a provisional decision on this complaint in August this year. An extract from ... (5 pages)View decision -
Decision Reference DRN-3626547
15 Sep 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3626547 The complaint Mr C complains that PrePay Technologies Limited trading as Prepay Solutions won’t refund money he was tricked into sending to a fraudster. What happened Mr C received a text message which appeared to come from Monese, an agent of PrePay Technologies Limited, whic... (3 pages)View decision -
Decision Reference DRN-3430344
15 Sep 2022 RLUM Limited UpheldInvestmentsDRN-3430344 The complaint Mrs M has complained that she was given unsuitable advice by RLUM Limited to invest in unit trusts. What happened In August 1994, Mrs M was advised to invest £3,600 in the UK Income with Growth Trust and was advised to invest a further £3,000 in December 1994 in t... (5 pages)View decision -
Decision Reference DRN-3581915
15 Sep 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3581915 The complaint Mr H complains The Co-operative Bank plc (COOP) acted unfairly when it blocked his bank account. What happened Mr H says following a successful tribunal he had a lump sum deposited with a local financial institution. Mr H says this account was restricted to a maxi... (3 pages)View decision -
Decision Reference DRN-3703952
15 Sep 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3703952 The complaint A company, which I’ll refer to as “P”, complains that National Westminster Bank Plc (“NatWest”) unfairly defaulted its Bounce Back Loan. One of P’s directors, Mr P, brings the complaint on the company’s behalf. What happened P banked with NatWest and, in May 2020,... (3 pages)View decision -
Decision Reference DRN-3693808
15 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3693808 Complaint Mr S has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says that he wasn’t in a position to repay his loan without borrowing further. Background Everyday Loans provided Mr S with a loan for £3,500.00 in Nov... (3 pages)View decision
