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 367300 results
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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 -
Decision Reference DRN-5219316
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5219316 The complaint Mr K complains Barclays Bank UK PLC won’t refund money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I understan... (5 pages)View decision -
Decision Reference DRN-5553665
12 May 2025 Black Horse Limited Not upheldConsumer CreditDRN-5553665 The complaint Mrs C complains that a car acquired under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I will only summarise what ... (4 pages)View decision -
Decision Reference DRN-5464211
12 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5464211 The complaint Mr N has complained that a car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend wasn’t of satisfactory quality. What happened In June 2024, Mr N entered into a finance agreement for a used car. It was around nine years old, an... (2 pages)View decision
