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 370904 results
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Decision Reference DRN-5013006
10 Sep 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5013006 The complaint Mrs F has complained about the transfer of the personal pension policies she held with Scottish Widows Limited (“SWL”) to a small self-administered scheme (“SSAS”), in 2014. Mrs F’s SSAS was subsequently used to invest in The Resort Group (“TRG”) an overseas co... (18 pages)View decision -
Decision Reference DRN-4925049
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4925049 The complaint Mr G complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr G was approved for an Aqua credit card in August 2017 with a credit limit of £900. I have detailed the credit limit changes below: July 2018 £900 to £2,100 October 2018 £2,100... (4 pages)View decision -
Decision Reference DRN-4958347
10 Sep 2024 Plata Finance Limited Not upheldConsumer CreditDRN-4958347 The complaint Mr P complains that Plata Finance Limited under its trading name Zopa irresponsibly lent him personal loans. What happened Zopa lent Mr P three loans between June 2017 and July 2021, the loan details are as follows. Loan number Start date Loan amount (£) Te... (3 pages)View decision -
Decision Reference DRN-4719046
10 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4719046 The complaint Mrs L complains that esure Insurance Limited provided her with a poor service following a windscreen replacement claim under her car insurance policy. What happened Mrs L had a replacement windscreen fitted under her insurance policy in July 2022. In October ... (3 pages)View decision -
Decision Reference DRN-4875501
10 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4875501 The complaint Miss J complains that Revolut Ltd won’t reimburse her after she fell victim to a job scam. Miss J is professionally represented in bringing her complaint to our service, but for ease of reference, I’ll refer to all submissions as made by Miss J directly. What h... (4 pages)View decision -
Decision Reference DRN-5012547
10 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5012547 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Phoenix Life Limited (Phoenix Life) personal pensions (formerly Abbey Life) to a small self- administered scheme (SSAS) in December 2014 and April 2015, respectively. M... (10 pages)View decision -
Decision Reference DRN-4924327
10 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4924327 The complaint Mr and Mrs C are unhappy that Aviva Insurance Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs C took out a travel insurance policy with Aviva over the telephone. In 2023 he claimed on the policy after he became unwe... (2 pages)View decision -
Decision Reference DRN-4909003
10 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4909003 The complaint Mr W complains his debit card stopped working and that every time TSB Bank plc (“TSB”) issues him with a new or replacement card they too stop working which has resulted in his business suffering a financial loss due to being unable to purchase supplies and hav... (3 pages)View decision -
Decision Reference DRN-4684879
10 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4684879 The complaint Mr B complains that National Westminster Bank Plc failed to take account of what he told it about his mental health before agreeing to lend to him. He says NatWest lent to him irresponsibly as a result. What happened Mr B says that in 2020 he informed NatWest h... (3 pages)View decision -
Decision Reference DRN-4939705
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4939705 The complaint Mr M complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M h... (3 pages)View decision
