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 352408 results
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Decision Reference DRN-4655382
13 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4655382 The complaint Mr M has complained about his motor insurer Liverpool Victoria Insurance Company Limited (LV) regarding its handling of his claim made after an accident in May 2023. What happened Mr M initially contacted his broker about the claim. He was unhappy about how that m... (3 pages)View decision -
Decision Reference DRN-4642201
13 Mar 2024 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-4642201 The complaint Mr D complains that a Vanguard Asset Management Ltd fund hasn’t made any income distributions since March 2013 and has performed poorly, whereas it should be reflecting the high inflation rate. The complaint is brought on Mr D’s behalf by a family member. What hap... (2 pages)View decision -
Decision Reference DRN-4677427
13 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4677427 The complaint Ms L complains Royal & Sun Alliance Insurance Limited (“RSA”) hasn’t carried out the necessary repairs on her property following a claim for subsidence on her home insurance policy. She’s said the condition of her property has worsened as a result. All referen... (5 pages)View decision -
Decision Reference DRN-4627778
13 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4627778 The complaint Mr E complained that a query he raised with U K Insurance Limited (“UKI”) under his home insurance policy was recorded against his policy as a claim. What happened Mr E contacted UKI when a third-party driver damaged a boundary wall at his property. Mr E wanted to... (2 pages)View decision -
Decision Reference DRN-4545705
13 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4545705 The complaint Mr S complains about the service provided to him by Bank of Scotland plc trading as Halifax (“Halifax”) when he requested to order some historic bank statements over the phone. Halifax’s agent incorrectly told him this couldn’t be done over the phone and said he n... (3 pages)View decision -
Decision Reference DRN-4642220
13 Mar 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4642220 The complaint Mrs P complains that Financial Administration Services Limited, trading as Fidelity, merged the fund she was invested in into a new fund which was too dissimilar. She says she was moved out of a tracker fund; the new fund, which wasn’t a tracker, didn’t perform we... (2 pages)View decision -
Decision Reference DRN-4681173
13 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4681173 The complaint Mr and Mrs B have complained about their property insurer Liverpool Victoria Insurance Company Limited (LV) because it has declined their subsidence claim. What happened Mr and Mrs B noted cracking in their terraced garden. They noted the shed had moved and twiste... (4 pages)View decision -
Decision Reference DRN-4539949
13 Mar 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4539949 The complaint Ms O complains that she was asked to provide ID to verify her identity following opening a savings account online with Yorkshire Building Society (“YBS”). What happened Ms O has banked with YBS for over 25 years and has held a number of products with it. Ms O appl... (3 pages)View decision -
Decision Reference DRN-4387984
13 Mar 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4387984 The complaint Mr K complains that Admiral Financial Services Limited (“Admiral”) are unfairly holding him liable for a loan that was taken out in his name as part of a scam. What happened Mr K fell victim to a scam in November 2022. He was approached by a third party (“the scam... (3 pages)View decision -
Decision Reference DRN-4634496
13 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4634496 The complaint Mrs P complains about the service she received from Metro Bank PLC (“Metro”) when she was abroad and her card was temporarily blocked. She says she couldn’t access her money and received poor customer service whilst trying to discuss the issue with Metro. Mrs P wa... (3 pages)View decision
