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 375266 results
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Decision Reference DRN-5245163
22 Jan 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5245163 The complaint Mr T complains The Co-operative Bank Plc sent him a letter about a fixed deposit of his that wasn’t clear and that this led to an unnecessarily long call during which he was given incorrect information. What happened Mr T had a fixed deposit with The Co-operati... (2 pages)View decision -
Decision Reference DRN-5242760
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242760 The complaint Mrs M complains Clydesdale Bank Plc trading as Virgin Money caused her to miss out on a better ISA interest rate. What happened Mrs M had an ISA with Virgin Money which was due to mature on 30 September 2024. Mrs M messaged Virgin Money in August 2024 asking if... (2 pages)View decision -
Decision Reference DRN-5273824
22 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5273824 The complaint Mr K has complained that Zurich Assurance Ltd has declined a claim made under his group income protection policy. What happened The background to this complaint isn’t in dispute. In summary Mr K became absent from work on 5 January 2023. His employer’s policy p... (3 pages)View decision -
Decision Reference DRN-5198267
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5198267 The complaint Mr H complains that Lloyds Bank PLC unfairly blocked his account and also complains about how it then dealt with his complaint. What happened Mr H says he tried to transfer £10,000 from his Lloyds account to another of his accounts he held with a different busi... (2 pages)View decision -
Decision Reference DRN-5280749
22 Jan 2025 Quilter Life & Pensions Limited UpheldInvestmentsDRN-5280749 The complaint The DI discounted gift trust complained about Quilter Life & Pensions Limited. Mrs I who arranged to set up the trust with Quilter said it took too long to do so. She said it took almost 12 months to set the trust up and she had lost out as a result. She sa... (6 pages)View decision -
Decision Reference DRN-5280135
22 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5280135 The complaint A partnership, which I’ll refer to as ‘S’, complains about Aviva Insurance Limited’s decline of their commercial property insurance claim. Aviva are the underwriters of this insurance policy. Part of S’ complaint is about the actions of agents appointed by Aviv... (4 pages)View decision -
Decision Reference DRN-5015212
22 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5015212 The complaint Mr C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In December 2022 Mr C entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5198855
22 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5198855 The complaint Mr C complains that Wise Payments Limited did not complete a payment and that it then deactivated his account. What happened Mr C lives in the UK but is a national of a country which is subject to international sanctions. Wise is an international money platform... (2 pages)View decision -
Decision Reference DRN-5247906
22 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5247906 The complaint Miss D’s complaint is about the way in which a claim on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy was handled. Miss D says that ARAG treated her unfairly which caused her detriment, for which she wants to be comp... (4 pages)View decision -
Decision Reference DRN-5190581
22 Jan 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5190581 The complaint Mr A complains that mismanagement by Zopa Bank Limited has negatively impacted his credit file. What happened Mr A took out a £25,000 loan with Zopa on 6 January 2023. He needed to repay £1,219.77 per month for 24 months. Mr A says that Zopa didn’t tell him t... (2 pages)View decision
