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-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 -
Decision Reference DRN-5206287
27 Dec 2024 Wakam UpheldInsuranceDRN-5206287 The complaint Mrs C complains about the level of service provided by her insurer, Wakam following an accident claim she made under her policy. What happened On 8 February 2024, Mrs C made a claim following an accident. Photos of her car were sent to an engineer on 9 February... (2 pages)View decision -
Decision Reference DRN-5180244
27 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5180244 The complaint Ms K complains that Barclays Bank UK PLC (“Barclays”) hasn’t refunded her after she fell victim to an investment scam. What happened The background to this complaint is well-known to both parties. So, I won’t explain it all in detail again here. However, in sum... (3 pages)View decision -
Decision Reference DRN-5010837
27 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5010837 The complaint Mr K complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5199954
27 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5199954 The complaint Ms D complains that HSBC UK Bank Plc (HSBC) failed to provide sufficient support to enable her to provide the identification information they required to approve a new account with an overdraft. What happened In September 2024 Ms D applied for a new account wit... (2 pages)View decision -
Decision Reference DRN-5140374
27 Dec 2024 Pepper (UK) Limited Not upheldMortgagesDRN-5140374 The complaint Mrs H and Mr P complain that Pepper (UK) Limited trading as Engage Credit failed to warn them that their payments were no longer enough to cover their mortgage, then wouldn’t remove marks on their credit files, which are stopping them from remortgaging elsewher... (3 pages)View decision -
Decision Reference DRN-5193521
27 Dec 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5193521 The complaint Mrs M complains that MBNA Limited have irresponsibly lent to her. What happened Mrs M was approved for an MBNA credit card in February 2024 with a £5,700 credit limit. She says that this was irresponsibly lent to her. Mrs M made a complaint to MBNA. MBNA did no... (2 pages)View decision
