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 4563 results
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Decision Reference DRN-3660948
13 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3660948 The complaint Miss C has complained about the amount Target Servicing Limited said she needed to repay on her Help to Buy (HTB) shared equity loan when she sold her property. The HTB scheme The HTB scheme was a government scheme in place to support home ownership. In addition t... (6 pages)View decision -
Decision Reference DRN-4508850
29 Apr 2024 Intelligent Money Ltd Not upheldPensions and AnnuitiesDRN-4508850 The complaint Mr P complains, with the help of a professional representative, that Intelligent Money Ltd (IM) failed in its responsibilities to him in relation to the acceptance of Elysian Fuels shares in his Self-Invested Personal Pension (SIPP). What happened Mr P invested in... (6 pages)View decision -
Decision Reference DRN5694363
25 May 2016 Lloyds Bank PLC UpheldBanking and creditThe complaint, in summary, is that Lloyds Bank Plc said N’s commercial loan was in default but N considers this was wrong. It says that, as a result, it suffered financial losses.backgroundI issued a provisional decision in February 2016 partly upholding the compl... (6 pages)View decision -
Decision Reference DRN9895327
30 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr L’s current account was upgraded a number of times over the years. He complains that Lloyds Bank PLC (“Lloyds”) mis-sold the packaged bank accounts. In particular he says that the benefits the accounts offered were not fit for purpose as they didn’t offer him a high... (5 pages)View decision -
Decision Reference DRN4900522
29 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMrs W says Abana Unipessoal Lda (Abana) gave her unsuitable advice about switching her personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused her to suffer a loss.backgroundMrs W and her husband were re-mortgaging in 2013 and during... (26 pages)View decision -
Decision Reference DRN-4388980
19 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4388980 The complaint Mr P complains that Tandem Personal Loans Limited, trading as Oplo, won’t refund to him the money that he paid for some holiday club membership credits. He’s being represented in his complaint by a claims management company. What happened Mr P’s representative say... (6 pages)View decision -
Decision Reference DRN-5054052
8 Oct 2024 Action 365 Ltd UpheldInsuranceDRN-5054052 The complaint Mr J or “X” complains that Action 365 Ltd (trading as Pukka Services) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, that had first been registered in 2009. From 10 March 2022, Mr J... (7 pages)View decision -
Decision Reference DRN-5296571
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5296571 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a friend. His frien... (7 pages)View decision -
Decision Reference DRN5259730
15 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMrs C says Abana Unipessoal Lda (Abana) gave her unsuitable advice about switching her personal pension fund into a Self-invested Personal Pension with unregulated investments, which caused her to suffer a loss.backgroundIn April 2014 Mrs C took a phone call which led to her agree... (25 pages)View decision -
Decision Reference DRN-5456488
22 May 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5456488 The complaint Mr B complains about how his insurer, LV Insurance Limited (LV) valued his vehicle as a total loss following its theft. Any reference to LV in this decision includes their agents. Mr B was supported by a representative when bringing his complaint to this Serv... (5 pages)View decision
