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 370149 results
-
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 -
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
