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 367928 results
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Decision Reference DRN-5318643
17 Mar 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5318643 The complaint Mr E complains PDL Finance trading as Mr Lender irresponsibly lent to him. What happened PDL Finance provided Mr E with a single loan in December 2023. The loan was for £300 and was due to be repaid over six monthly instalments of between £61.60 and £118.00. T... (4 pages)View decision -
Decision Reference DRN-4735584
17 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4735584 The complaint Mr D feels he was given incorrect information before he took out a hire purchase agreement with MotoNovo Finance Limited. What happened In November Mr D took out a hire purchase agreement with MotoNovo for a car. The finance agreement said that he had to repay... (2 pages)View decision -
Decision Reference DRN-5400563
17 Mar 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5400563 The complaint Mr H has complained about a transfer of his personal pensions with Phoenix Life CA Limited (Phoenix Life) to a Qualifying Recognised Overseas Pension Scheme (QROPS) based in Malta in November 2014. Mr H’s QROPS was subsequently used to invest in Dolphin Capital... (13 pages)View decision -
Decision Reference DRN-4974589
17 Mar 2025 FIL Investment Services (UK) Limited Not upheldInvestmentsDRN-4974589 The complaint Mr S complains that FIL Investment Services (UK) Limited (“Fidelity”): Didn’t act on his written instructions to switch funds and didn’t respond to his follow up message about costs. Charged him to switch funds, having been told the transactions would be ca... (3 pages)View decision -
Decision Reference DRN-5152503
17 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5152503 The complaint Mr H complains Lloyds Bank PLC (“Lloyds”) closed his savings accounts shortly after accepting his application and gave him two months’ notice to close his current account. Mr H says Lloyds’ actions have caused him substantive distress and inconvenience. And to ... (2 pages)View decision -
Decision Reference DRN-5400983
17 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5400983 The complaint Mr and Mrs S are unhappy about the way Liverpool Victoria Insurance Company Limited (‘LV’) handled a subsidence claim made under their buildings insurance policy. I’ve only referred to Mrs S throughout the rest of this decision, as Mr S doesn’t live in the pro... (5 pages)View decision -
Decision Reference DRN-5284267
17 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5284267 The complaint Mr I complains The Co-operative Bank Plc (“Co-op”) blocked his account preventing him from transferring funds to an external ISA account. Mr I says that Co-op’s actions have caused him to lose out on interest and tax breaks on his savings. What happened The det... (2 pages)View decision -
Decision Reference DRN-5397722
17 Mar 2025 The Heritage Financial Planning Partnership UpheldInvestmentsDRN-5397722 The complaint Mrs C complains about the suitability of advice she was given to invest into a General Investment Account (GIA) by The Heritage Financial Planning Partnership (Heritage). What happened The details of what happened are well known to both parties and were covere... (5 pages)View decision -
Decision Reference DRN-5397599
17 Mar 2025 The Heritage Financial Planning Partnership UpheldInvestmentsDRN-5397599 The complaint Mr C complains about the suitability of advice he was given to invest into a General Investment Account (GIA) by The Heritage Financial Planning Partnership (Heritage). What happened The details of what happened are well known to both parties and were covered ... (5 pages)View decision -
Decision Reference DRN-5397503
17 Mar 2025 The Heritage Financial Planning Partnership UpheldPensions and AnnuitiesDRN-5397503 The complaint Mr C complains about the suitability of advice he was given by The Heritage Financial Planning Partnership (Heritage) to switch funds within his personal pension. What happened The details of what happened are well known to both parties and were covered well b... (6 pages)View decision
