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 383541 results
-
Decision Reference DRN-5441320
8 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441320 The complaint Mr W, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr W a 36-month loan for £8,000 with a fee of £690 on 24 October 2022. The monthly repayments were £297.29 and the tota... (3 pages)View decision -
Decision Reference DRN-5382862
8 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5382862 The complaint Mr C complains that Metro Bank PLC didn’t protect him from an investment scam. Mr C is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr C in this decision. What happened Mr C says that he was introduced by a frien... (5 pages)View decision -
Decision Reference DRN-5442209
8 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5442209 The complaint Mr N complains that Metro Bank PLC (‘Metro’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr N says that between August 2019 and March 2020 he made four payments adding up to £13,311.28 to a company I’ll refer to as ‘A’... (3 pages)View decision -
Decision Reference DRN-5410191
8 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5410191 The complaint Mr S complains that NewDay Ltd trading as Pulse (“NewDay”) lent to him irresponsibly and as a result, he’s in financial difficulties. What happened In October 2020 Mr S applied for a card with NewDay. He was granted with an initial credit limit of £950. In Ma... (3 pages)View decision -
Decision Reference DRN-5110281
8 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5110281 The complaint Mrs C and Mr C have complained that Vitality Life Limited declined a claim they made under their Vitality Life Plan. What happened Mrs C and Mr C took out a Vitality Life Plan through an independent financial adviser in 2015. This provided life and serious illn... (2 pages)View decision -
Decision Reference DRN-5192324
8 Apr 2025 Topaz Finance Limited Not upheldMortgagesDRN-5192324 The complaint Mr K and Mrs B complain about the way Topaz Finance Limited trading as Hessonite Mortgages has administered their buy-to-let mortgages. They’ve raised the following specific complaint points: The previous lender sold six of their buy-to-let properties unfairl... (7 pages)View decision -
Decision Reference DRN-5448978
8 Apr 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5448978 The complaint Mr L complains about the value Tesco Underwriting Limited (Tesco) placed on his car after he made a claim on his motor insurance policy. What happened In August 2024 Mr L’s car was stolen, so he contacted Tesco to claim on his motor insurance policy. Tesco val... (3 pages)View decision -
Decision Reference DRN-4759474
8 Apr 2025 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4759474 The complaint Mr N complains that Al Rayan Bank PLC (‘Al Rayan’) won’t reimburse the funds he lost when he says he was the victim of two scams. What happened Mr N says that between 1 May 2020 and 25 April 2022 he made multiple payments adding up to over £268,000 to a compan... (2 pages)View decision -
Decision Reference DRN-5038071
8 Apr 2025 Brian Mole Independent Financial Advisers Limited Not upheldPensions and AnnuitiesDRN-5038071 The complaint Mrs B says Brian Mole Independent Financial Advisers Limited (‘Brian Mole’) gave her unsuitable advice for her pension and Individual Savings Account (‘ISA’) in 2021, leading to a total financial loss of around £55,000. She also refers to the poor performance o... (10 pages)View decision -
Decision Reference DRN-5055747
8 Apr 2025 Topaz Finance Limited Not upheldMortgagesDRN-5055747 The complaint Mr K and Mrs B complain about the way Topaz Finance Limited trading as Hyalite Mortgages has administered their buy-to-let mortgages. They’ve raised the following specific complaint points: The previous lender sold six of their buy-to-let properties unfairly ... (6 pages)View decision
