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-4991184
29 Dec 2024 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-4991184 The complaint Mr D complains that HBOS Investment Fund Managers Limited (hereafter referred to as ‘Halifax’) has behaved unreasonably in respect of his stocks and shares ISA. He says that Halifax has failed to properly manage the underlying investment fund - for which he has... (3 pages)View decision -
Decision Reference DRN-5186875
29 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5186875 The complaint Mrs H and Mr S complain that Accredited Insurance (Europe) Ltd (“Accredited”) has unfairly declined a claim they made for trace, access and repairs following a leak at their home. What happened Mrs H and Mr S first realised they had a leak when their boiler beg... (2 pages)View decision -
Decision Reference DRN-5226326
29 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5226326 The complaint Miss H and Mr S complain that AXA Insurance UK Plc (“AXA”) offered a reduced settlement amount for a claim they made on their home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I ... (6 pages)View decision -
Decision Reference DRN-5211740
29 Dec 2024 National House-Building Council Not upheldInsuranceDRN-5211740 The complaint Mr and Mrs L complain National House Building Council unfairly declined their building warranty claim. Mr and Mrs L are both complainants. But for ease of reading, as she’s been the main correspondent for the claim and complaint, I’ve only referred to her belo... (2 pages)View decision -
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
