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 4563 results
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Decision Reference DRN-2586039
19 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2586039 The complaint Mr P has complained that Aviva Insurance Limited declined a backdated unemployment claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr P was made redundant in April 2019. At that point he did not register as unemployed and he ... (3 pages)View decision -
Decision Reference DRN-4052742
29 Mar 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4052742 The complaint Ms M complains that Sterling ISA Managers Limited trading as Advance by Embark (“Sterling”) failed to complete the transfer of her self-invested pension plan (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this com... (3 pages)View decision -
Decision Reference DRN-4559836
23 Feb 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4559836 The complaint Mr P complains about Nutmeg Saving and Investment Limited trading as Nutmeg (“Nutmeg”). He complains that after opening an investment portfolio trading account Nutmeg treated him unfairly because it failed to pay him £100, as part of a promotional offer which he r... (4 pages)View decision -
Decision Reference DRN-3597603
31 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3597603 The complaint Mr S complains that Barclays Bank UK PLC unfairly closed his account and lodged a marker with CIFAS – a national fraud prevention service. What happened Mr S explained that he was approached by a friend to invest in crypto trading and promised a large percentage (... (3 pages)View decision -
Decision Reference DRN-4955563
22 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4955563 The complaint B, a limited company, complains that Barclays Bank UK PLC didn’t respond to its requests for a status enquiry leading to financial loss. What happened B explains that it needed to be registered with a regulator to operate. And that it required information from ... (4 pages)View decision -
Decision Reference DRN5526610
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and creditMr S complains about the actions of Bank of Scotland Plc (BOS) when he was the victim of a scam in which he was tricked into buying a stolen car. background The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some key events here. O... (3 pages)View decision -
Decision Reference DRN5320875
26 Jun 2019 Tradewise Insurance Company Limited UpheldInsurance (excluding PPI)Mr B has complained about Tradewise Insurance Company Limited’s handling of his motor trade insurance policy.Reference to Tradewise includes their agents.background On 10 September 2018, Mr B took out a fully comprehensive motor trade policy with Tradewise. The day he took ... (3 pages)View decision -
Decision Reference DRN4754385
11 Feb 2020 Virgin Money plc UpheldBanking and creditMr H complains that Virgin Money plc unfairly refused his claim brought under Section 75 of the Consumer Credit Act 1974. He wants a refund of monies paid and compensation.backgroundMr H is represented in this complaint by a family member, Mr R, but for ease of reading I’ll just refer to M... (3 pages)View decision -
Decision Reference DRN4905493
8 Oct 2019 Blue Motor Finance Ltd UpheldBanking and creditMiss G complains that a used car she acquired via a hire purchase agreement with Blue Motor Finance Ltd isn’t of satisfactory quality. She would like Blue Motor to cover the costs of the repairs.backgroundIn March 2018 Miss G acquired a used car via five year hire purchase agreement. The c... (3 pages)View decision -
Decision Reference DRN-5590493
4 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5590493 The complaint Mr B complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following an accident. Any reference to Admiral in this decision includes their agents. Mr B was supported by a representative when bringi... (4 pages)View decision
