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 366874 results
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Decision Reference DRN-5134014
12 May 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5134014 The complaint Mr S complains about Aviva Life & Pensions Limited’s administration of his pension plan, particularly the calculation of the Loyalty Bonus. What happened Since the 1990s Mr S has had two personal pension plans (plans ending *94A and *94K) originally set up... (4 pages)View decision -
Decision Reference DRN-5554327
12 May 2025 Mattioli Woods Limited Not upheldPensions and AnnuitiesDRN-5554327 The complaint Mr A transferred some of his existing pension funds into a self-invested personal pension (‘SIPP’) with Mattioli Woods Limited (‘Mattioli Woods’). Mr A went on to make an investment which he says was unsuitable for him and lost all of its value. Mr A’s complain... (13 pages)View decision -
Decision Reference DRN-5553081
12 May 2025 EE Limited Not upheldConsumer CreditDRN-5553081 The complaint Mr C complains about the ending of a fixed sum loan agreement he took out with EE Limited. What happened In April 2024, Mr C took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. Mr C also took out an airtime service contr... (4 pages)View decision -
Decision Reference DRN-5422188
12 May 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5422188 The complaint Mr H complains that Zopa Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr H applied for a Zopa credit card in May 2022. In his application, Mr H said he was employed with an ann... (3 pages)View decision -
Decision Reference DRN-5528923
12 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5528923 The complaint Mr F complains that The Prudential Assurance Company Limited (Prudential) inappropriately deducted ongoing advice charges from his policy between October 2020 and January 2021 despite the fact that no financial advice was given during that time. What happened ... (3 pages)View decision -
Decision Reference DRN-5517910
12 May 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5517910 The complaint Mr W has complained that Zopa Bank Limited defaulted his account, and sought to repossess his car. What happened In November 2023, Mr W entered into a finance agreement with Zopa for a used car. He then experienced financial difficulties, and missed the June an... (2 pages)View decision -
Decision Reference DRN-5553992
12 May 2025 Mattioli Woods Limited Not upheldPensions and AnnuitiesDRN-5553992 The complaint Mr C transferred his existing pension funds into a self-invested personal pension (‘SIPP’) with Mattioli Woods Limited (‘Mattioli Woods’). Mr C went on to make an investment which he says was unsuitable for him and lost all of its value. Mr C’s complaint is tha... (13 pages)View decision -
Decision Reference DRN-5245716
12 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245716 The complaint Mr R complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr R was contacted by Monzo on its online chat and asked about a payment he’d received. Mr R explained the payment was for some football shirts a friend, Mr H, was selling. ... (3 pages)View decision -
Decision Reference DRN-5490107
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5490107 The complaint Mrs B complains that NewDay Ltd trading as Marbles and Pulse lent irresponsibly when it approved her credit card applications and increased the credit limit. What happened Mrs B applied for a Marbles credit card with NewDay in May 2017. In her application, Mrs... (3 pages)View decision -
Decision Reference DRN-5535682
12 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5535682 The complaint Mr A is unhappy with his commercial vehicle insurer Haven Insurance Company Limited because it logged a claim against him even though he told it he was not involved. What happened Mr A received contact from Haven in January 2024 asking him for details about an... (3 pages)View decision
