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-4674215
11 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4674215 The complaint Mr K complains Wise Payments Limited (“Wise”) restricted and closed his account, and only partially refunded some of the funds to him. To put things right, Mr K wants Wise to refund him the remaining balance and pay compensation for the distress and inconvenience ... (5 pages)View decision -
Decision Reference DRN-4571107
11 Mar 2024 Vitality Health Limited Not upheldInsuranceDRN-4571107 The complaint Mr L complains that Vitality Health Limited unfairly refused to apply a discount to his policy renewal. What happened Both sides are familiar with the background to this complaint, so rather than setting it out in full again here I’ll summarise what happened inste... (3 pages)View decision -
Decision Reference DRN-4611259
11 Mar 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4611259 The complaint Mr H complains that a car acquired with finance from MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In January 2021 Mr H was supplied with a car and entered into a finance agreement with MotoNovo. At the point of supply the car was around 5... (3 pages)View decision -
Decision Reference DRN-4659804
11 Mar 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4659804 The complaint Mrs P complains Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S”) has declined a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). Mrs P is represented in her complaint by a claims management company, “FA”. Wh... (3 pages)View decision -
Decision Reference DRN-4605010
11 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4605010 The complaint F, a limited company, complains that Barclays Bank UK Plc removed funds from their account without prior notice. They’d like the funds returned to them. What happened F holds an account with Barclays. In March 2021 Barclays restricted the account to carry out a re... (3 pages)View decision -
Decision Reference DRN-4552130
11 Mar 2024 Wakam Not upheldInsuranceDRN-4552130 The complaint Mr and Mrs C complain that Wakam unfairly avoided their home insurance policy. Any reference to Wakam in this decision includes its agents unless specified otherwise. What happened Mr and Mrs C had a home insurance policy, and when they moved house, they asked Wa... (3 pages)View decision -
Decision Reference DRN-4661116
11 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4661116 The complaint Mr M has complained about the service provided by Liverpool Victoria Insurance Company Limited (‘LV’) under his home insurance policy following a leak at his property. For the avoidance of doubt, the term ’LV’ includes LV’s contractors and agents in this decision.... (4 pages)View decision -
Decision Reference DRN-4331433
11 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4331433 The complaint Mr P complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by two investment scams, 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 kno... (5 pages)View decision -
Decision Reference DRN-4675232
11 Mar 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4675232 The complaint Mr F complains N.I.I.B. Group Limited trading as Northridge Finance (Northridge) supplied him with a car that he believes wasn’t of satisfactory quality. What happened The details of this case are well known to both parties so I won’t repeat them. ... (5 pages)View decision -
Decision Reference DRN-4547037
11 Mar 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4547037 The complaint Miss I says True Potential Wealth Management LLP (TPWM) was responsible for poor handling and the failure to provide advice within the required timescale in relation to the transfer of one of her defined benefit (DB) pensions. She says this has led to her financia... (9 pages)View decision
