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 364862 results
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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 -
Decision Reference DRN-4568346
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4568346 The complaint Mr N complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund him the money he has lost. What happened Mr N was contacted by an individual (now known ... (4 pages)View decision -
Decision Reference DRN-5009395
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5009395 The complaint Mr W complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a cryptocurrency scam and would like it to refund him the money he has lost as a result. What happened Mr W was scrolling through social media ... (3 pages)View decision -
Decision Reference DRN-4811446
10 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4811446 The complaint Miss O complains that Santander UK Plc (Santander) won’t refund any money she lost in an investment scam. What happened What Miss O says: In December 2022, Miss O was introduced to a crypto currency investment opportunity by her mother, who initially wanted hel... (8 pages)View decision
