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 366874 results
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Decision Reference DRN-4868964
29 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4868964 The complaint Ms P complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she reported the scam. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-4929747
28 Dec 2024 National House-Building Council Not upheldInsuranceDRN-4929747 The complaint Mr and Mrs T complain about the way National House-Building Council (“NHBC”) handled a claim they made under their new-build warranty. What happened Mr and Mrs T moved into their home in 2019 and were provided with a ten-year NHBC Buildmark warranty. Since movi... (3 pages)View decision -
Decision Reference DRN-5232328
28 Dec 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5232328 The complaint Mr J is unhappy with a delay caused by Vanguard Asset Management Ltd in relation to the transfer of his stocks and shares ISA. What happened Mr J completed an ISA transfer form with a different business (the transferee) on 31 July 2023. This was then sent to V... (4 pages)View decision -
Decision Reference DRN-5192343
28 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5192343 The complaint Mr and Mrs C complain that Barclays Bank UK PLC hasn’t refunded them after they fell victim to a scam. They are represented in their complaint by a law firm I’ll refer to as K. What happened The background to this complaint is well-known to both parties and so ... (4 pages)View decision -
Decision Reference DRN-5116977
28 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5116977 The complaint Mr S complains that Barclays Bank UK PLC blocked his account following the sale of his vehicle and about how it dealt with the block removal. What happened Mr S says he received a £700 deposit for a car sale. He says the buyer then raised a dispute about the ca... (2 pages)View decision -
Decision Reference DRN-5158967
28 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5158967 The complaint Mrs M has complained about the way Accredited Insurance (Europe) Ltd (AIE) dealt with a claim she made under her home buildings insurance policy. Mrs M’s daughter is representing Mrs M in her complaint. For the purpose of my decision, all reference to the repre... (2 pages)View decision -
Decision Reference DRN-5191423
28 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5191423 The complaint Mr and Mrs A have complained about the way Liverpool Victoria Insurance Company Limited (LV)’s settled a claim they made against their home buildings insurance policy. What happened In February 2023, a car driven by a third party (TP) damaged a wall to Mr and M... (2 pages)View decision -
Decision Reference DRN-4953228
27 Dec 2024 Mayfair Capital Limited Not upheldPensions and AnnuitiesDRN-4953228 The complaint Mr G is represented. His complaint against Mayfair Capital Limited (‘MCL’) is connected to a separate complaint about Verus Financial Services Limited (‘Verus’) – ‘the Verus case’ – he submitted to our service. The Verus case has been determined and concluded. ... (7 pages)View decision -
Decision Reference DRN-5192076
27 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192076 The complaint Mrs A complains about Admiral Insurance (Gibraltar) Limited’s settlement of her home insurance claim. Mrs A’s been represented by her daughter for the claim and her complaint. For simplicity, in places, I’ve referred to the representative’s actions as being Mr... (3 pages)View decision -
Decision Reference DRN-5192266
27 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5192266 The complaint Mr and Mrs R complain U K Insurance Limited didn’t provide reasonable notice their property insurance wouldn’t be renewing. What happened Mr and Mrs R live outside the United Kingdom. They rent out a property in the UK. In 2018 they insured it with a UKI prope... (2 pages)View decision
