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 128312 results
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Decision Reference DRN-4764896
9 Aug 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4764896 The complaint P, a limited company, complains that Zempler Bank Limited (trading as Cashplus Bank) didn’t do enough to stop them falling victim to an email intercept scam. P is represented by a director, Mr O. What happened The background to this complaint is known to both... (4 pages)View decision -
Decision Reference DRN-4802880
9 Aug 2024 Barclays Bank Plc UpheldInvestmentsDRN-4802880 The complaint Mr T complains about delays caused by Barclays Bank Plc when he was attempting to transfer his investments away from their platform, from July 2023. What happened Prior to July 2023, Mr T had been attempting to transfer his investments away from Barclays for so... (3 pages)View decision -
Decision Reference DRN-4943666
9 Aug 2024 Cynergy Bank Plc UpheldBanking and PaymentsDRN-4943666 The complaint Mrs P complains about the interest rate and the service she received when she opened an ISA with Cynergy Bank Plc (“Cynergy”). What happened Mrs P is receiving help from a relative to bring this complaint. But, for ease of reading, I’ll refer to all submission... (4 pages)View decision -
Decision Reference DRN-4952334
9 Aug 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4952334 The complaint Mrs H complains about Scottish Friendly Assurance Society Limited (Scottish Friendly). She’s unhappy with the service she received when trying to take her pension benefits as an Uncrystallised Funds Pension Lump Sum (UFPLS) payment. What happened I issued a pr... (8 pages)View decision -
Decision Reference DRN-4901607
9 Aug 2024 West Bay Insurance Plc UpheldInsuranceDRN-4901607 The complaint Mr A complains that West Bay Insurance Plc declined a claim on his buildings and contents insurance policy. What happened Mr A made a claim on his policy in January 2023. He says he noticed that water had got into the garage at his home and damaged the contents... (3 pages)View decision -
Decision Reference DRN-4951752
9 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4951752 The complaint Ms R has complained about the way Ageas Insurance Limited handled a claim she made under her home insurance policy for subsidence. Reference to Ms R includes her representative. What happened The circumstances of this complaint aren’t in dispute, so I’ll summ... (10 pages)View decision -
Decision Reference DRN-4897210
9 Aug 2024 Zurich Insurance PLC UpheldInsuranceDRN-4897210 The complaint A limited company, that I will refer to as T, complains about the settlement of its commercial insurance, business interruption claim by Zurich Insurance PLC. What happened The following is intended only as a brief summary of the circumstances. Additionally, wh... (10 pages)View decision -
Decision Reference DRN-4612426
9 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4612426 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a job scam. Mrs B has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs B... (9 pages)View decision -
Decision Reference DRN-4956729
9 Aug 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4956729 The complaint Mr H complains that when eToro (UK) Ltd closed his contracts for difference (CFD) trading account, he received back less than he expected. Mr H would now like eToro to reimburse him for the higher amount that he believes he should’ve received. What happened In... (5 pages)View decision -
Decision Reference DRN-4957534
9 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4957534 The complaint Mr B and Mrs Z have complained that Covea Insurance plc (Covea) unfairly avoided their home insurance policy and refused to pay a claim. What happened Mr B and Mrs Z took out a home insurance policy over the phone through a broker. The insurer for this policy ... (4 pages)View decision