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 381196 results
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Decision Reference DRN-5025259
11 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5025259 The complaint Mr H has complained about a transfer of his Scottish Widows Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) based in Malta on 26 November 2014. Mr H’s QROPS was subsequently used to invest in Dolphin Capital (Dolphin), which ... (11 pages)View decision -
Decision Reference DRN-5256041
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256041 The complaint Miss B says NewDay Ltd trading as BIP (‘BIP’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the card repayments and it increased her credit limit three times. She says she spent the balance each month and s... (4 pages)View decision -
Decision Reference DRN-5302003
11 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5302003 The complaint This complaint’s about a mortgage application Mrs and Mr T made to Metro Bank PLC. The application was turned down, because the surveyor instructed by Metro Bank to value their property for mortgage purposes assessed it as unsuitable security without a structur... (3 pages)View decision -
Decision Reference DRN-5018592
11 Feb 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5018592 The complaint Mr H has complained about a transfer of his personal pension now with Phoenix Life CA Limited (Phoenix Life) to a Qualifying Recognised Overseas Pension Scheme (QROPS) based in Malta on 11 March 2015. Mr H’s QROPS was subsequently used to invest in Dolphin Capi... (10 pages)View decision -
Decision Reference DRN-5005926
11 Feb 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5005926 The complaint Mr and Mrs F complain that Phoenix Life Limited (‘PL’) didn’t properly charge fees or manage their mortgage endowment policy causing there to be a shortfall when it matured. What happened Mr and Mrs F received advice, from another firm, to take out a mortgage ... (5 pages)View decision -
Decision Reference DRN-5107039
11 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5107039 The complaint Miss M has complained that Creation Consumer Finance Ltd incorrectly told her that her account had been cleared, and this led her to take out other finance, causing financial hardship. What happened Miss M contacted Creation in January 2024, and was told that h... (2 pages)View decision -
Decision Reference DRN-4809460
11 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4809460 The complaint Miss D has complained about how Volkswagen Financial Services (UK) Limited (‘VWFS’) handled her complaint about her car. What happened Miss D entered into a finance agreement with VWFS for a car. But in September 2023, a warning light came on, soon after a soft... (2 pages)View decision -
Decision Reference DRN-5278646
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5278646 The complaint Mr P is unhappy about the service he received from NewDay Ltd when he contacted them to query how he had exceeded the credit limit on his account. What happened Mr P holds a credit card account with NewDay. On 21 August 2024 Mr P contacted NewDay via online cha... (3 pages)View decision -
Decision Reference DRN-5161598
10 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5161598 The complaint Mr Y complains about the customer service that he’s received from Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, in connection with a hire purchase agreement under which a car was supplied to him. What happened A new car was sup... (4 pages)View decision -
Decision Reference DRN-5179983
10 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5179983 The complaint Mr K has complained that The Co-operative Bank Plc won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In March 2023, Mr K contacted The Co-op and ... (3 pages)View decision
