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 357004 results
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Decision Reference DRN-4687593
22 May 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4687593 The complaint Mr W complained that Zurich Assurance Limited (Zurich) did not provide him with accurate information about charges to his pension plan in a timely manner. He would like to be compensated for any financial loss he may have suffered. What happened Mr W took out a pe... (4 pages)View decision -
Decision Reference DRN-4745786
22 May 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4745786 The complaint Mrs B complained about the poor service she received from Aviva Life & Pensions UK Limited following the death of her husband. Mrs B has been assisted in bringing this complaint by a family member. For the purposes of simplicity, I will refer to all correspond... (2 pages)View decision -
Decision Reference DRN-4715860
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4715860 The complaint G, a trust, complains that National Westminster Bank Plc mismanaged its account, and is unable to explain what happened to the account or to the money in it. G has been represented in this complaint by Mrs F, the mother of the beneficiary of G. What happened An ac... (3 pages)View decision -
Decision Reference DRN-4784372
22 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4784372 The complaint Mr R is complaining about Zopa Bank Limited because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened Following his application, in May 2013, Mr R was given a loan with Zopa for £15,000. The loan was repayable over 3 years with a... (4 pages)View decision -
Decision Reference DRN-4806913
22 May 2024 AML Associates Financial Services Ltd UpheldInsuranceDRN-4806913 The complaint Mr G and Mrs K are unhappy that AML Associates Financial Services Limited (‘AML’) mis- sold them a joint decreasing life insurance policy with critical illness cover (‘the policy’). What happened Mr G and Mrs K applied for the policy – through AML – at the end of ... (7 pages)View decision -
Decision Reference DRN-4500411
22 May 2024 Harwoods Limited Not upheldConsumer CreditDRN-4500411 The complaint Mrs F complains about the way she was treated by Harwoods Limited trading as Harwoods Land Rover Edenbridge (Harwoods) when ordering a new car. In summary, the initial order for the vehicle was delayed and a new order then had to be submitted. The cost of the new ... (3 pages)View decision -
Decision Reference DRN-4706705
22 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4706705 The complaint Miss N complains that Zopa Bank Limited, who I’ll call Zopa, were unreasonable not to default her loan earlier. What happened Miss N took out a fixed sum loan with Zopa in August 2021. She made the first payment but then entered into a Debt Management Plan (DMP). ... (2 pages)View decision -
Decision Reference DRN-4808378
22 May 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4808378 The complaint Miss R says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Miss R took out a loan for £15,000 over 60 months in April 2022. The monthly repayments were £371.98 and the total repayable was £22,424.76.... (4 pages)View decision -
Decision Reference DRN-4700573
22 May 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4700573 The complaint Miss D complains that eToro (UK) Ltd (‘eToro’) opened a trading account for her without her knowledge or consent and transferred her assets to that account. What happened Miss D said that in January 2018 she opened a trading account provided by eToro. The account ... (4 pages)View decision -
Decision Reference DRN-4401396
22 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4401396 The complaint Mr P complains that TSB Bank PLC (TSB) unfairly registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his name. To put things right, he wants TSB to remove the marker. What happened In November 2020, Mr P applied for and was given a Bounce Bac... (3 pages)View decision
