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 362715 results
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Decision Reference DRN-5222192
12 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5222192 The complaint Mr and Mrs M complain about Lloyds Bank General Insurance Limited’s (“Lloyds”) handling of their claim for a damaged patio door following a burglary, under their home buildings insurance policy. I’ll refer to Mr M in my decision for ease. What happened Mr M’s p... (3 pages)View decision -
Decision Reference DRN-4877587
12 Jan 2025 Barclays Bank UK PLC UpheldInvestmentsDRN-4877587 The complaint Mrs F complains about how Barclays Bank Plc handled the transfer of her stocks and shares ISA. What happened Mrs F held an existing stocks and shares ISA with another business. I’ll call that business the ‘transferor’ and refer to the ISA as an ‘investment ISA’... (4 pages)View decision -
Decision Reference DRN-4877553
12 Jan 2025 Barclays Bank UK PLC UpheldInvestmentsDRN-4877553 The complaint Mr F complains about how Barclays Bank Plc handled the transfer of his stocks and shares ISA. What happened Mr F held an existing stocks and shares ISA with another business. I’ll call that business the ‘transferor’ and refer to the ISA as an ‘investment ISA’ f... (4 pages)View decision -
Decision Reference DRN-5255636
12 Jan 2025 Octopus Investments Limited Not upheldInvestmentsDRN-5255636 The complaint Mr S complains that Octopus Investments Limited continued to write to him at an email address that he’d previously advised them was dormant. What happened On 30 January 2024, Mr S received a marketing email from Octopus – the message was sent to an email addre... (2 pages)View decision -
Decision Reference DRN-5212103
11 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5212103 The complaint X complains that the Bank of Scotland plc trading as Halifax (BOS) disclosed information about a mortgage account she had previously had with her deceased brother without her consent. What happened X had obtained from BOS a mortgage (the mortgage) with her bro... (3 pages)View decision -
Decision Reference DRN-5226035
11 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5226035 The complaint Mr I complains that Evolution Insurance Company Limited (EICL) deemed his boiler beyond economic repair following an engineer’s visit and won’t repair or replace it. He believes the action taken by the engineer caused his boiler to break and that he received po... (5 pages)View decision -
Decision Reference DRN-5199309
11 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5199309 The complaint Mr B, on behalf of his company I, complains about how long Barclays Bank UK PLC took to open a new business account which resulted in significant losses. What happened Mr B says he started the account opening process for his company I in January 2024. He says h... (2 pages)View decision -
Decision Reference DRN-5247107
11 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5247107 The complaint Mr B complains that Vanquis Bank Limited (‘Vanquis’) took too long to provide him with information about a cancelled direct debit instruction. What happened I issued my provisional decision on this complaint at the end of last year. An extract from that provis... (2 pages)View decision -
Decision Reference DRN-5207880
10 Jan 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5207880 The complaint A company, which I’ll refer to as D, complains that Allianz Insurance Plc (Allianz) has declined a claim made under its commercial buildings insurance policy. For ease of reading, any reference to Allianz includes their agents and those acting with delegated au... (3 pages)View decision -
Decision Reference DRN-4794310
10 Jan 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4794310 The complaint Mr B complains about J.P. Morgan Europe Limited trading as ‘Chase’. He says that Chase didn’t do enough to protect him when he fell victim to a cryptocurrency scam and would like it to refund him the money he has lost as a result. What happened Mr B had recei... (4 pages)View decision
