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 391431 results
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Decision Reference DRN-5355012
21 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5355012 The complaint Ms U complains Zemplar Bank Limited (trading as “Cashplus Bank”) failed to help her get a refund for goods she returned to an online retailer that were lost in transit. What happened On 3 April 2024, Ms U paid £145.46 with her Cashplus Bank credit card to buy ... (5 pages)View decision -
Decision Reference DRN-5375094
21 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5375094 The complaint Mr M complains that Lloyds Bank PLC didn’t process his switch application so he didn’t receive the incentive payment. And that it said he could make a new application, but this was declined by it. What happened In July 2024 Mr M applied for a Lloyds account and... (2 pages)View decision -
Decision Reference DRN-5217051
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5217051 The complaint Mr W complains that HSBC Bank UK Plc blocked his account. What happened Mr W has a current account with HSBC. Between 31 May 2024 and 25 July 2024 seven payments totalling just over £13,000, were made into Mr W’s account from an individual I will refer to as ... (3 pages)View decision -
Decision Reference DRN-5393525
21 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5393525 The complaint Mr V and Mrs D have complained about Casualty & General Insurance Company (Europe) Ltd’s (‘C&G’s) handling of a claim they made under their Residential New Build Latent Defects Insurance Policy. What happened On 13 February 2025 I issued a provisional d... (23 pages)View decision -
Decision Reference DRN-5393516
21 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5393516 The complaint Mr H and Mrs G have complained about Casualty & General Insurance Company (Europe) Ltd’s (‘C&G’s) handling of a claim they made under their Residential New Build Latent Defects Insurance Policy. What happened On 13 February 2025 I issued a provisional ... (29 pages)View decision -
Decision Reference DRN-5351207
21 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5351207 The complaint Mr and Mrs B have complained about how Inter Partner Assistance SA (trading as AXA Assistance) have handled their home emergency claim, under their home insurance policy. What happened The details of what happened here are well known to both parties, so I will ... (2 pages)View decision -
Decision Reference DRN-5085600
21 Mar 2025 Freetrade Limited UpheldInvestmentsDRN-5085600 The complaint Mr E complains that Freetrade Limited didn’t honour a promotional offer to give him a free share when he transferred his ISA to its platform. What happened In early 2024, Freetrade ran a promotional campaign, where subject to certain conditions, people opening ... (3 pages)View decision -
Decision Reference DRN-5256866
21 Mar 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5256866 The complaint Mr and Mrs S complain about Zurich Insurance PLC’s handling of a claim on their home insurance policy. Mr and Mrs S have been represented by agents in this complaint, but for ease of reference I shall refer to anything their agents said on their behalf, to have... (6 pages)View decision -
Decision Reference DRN-5375832
21 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5375832 The complaint Mr and Mrs M complained that Zurich Assurance Ltd declined a claim on their life and critical illness policy. Throughout the claim and complaint process, Mr and Mrs M have had a representative helping them. In this decision, any reference to Mr and Mrs M includ... (4 pages)View decision -
Decision Reference DRN-5096680
21 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5096680 The complaint Mrs C complains that Barclays Bank UK PLC did not fully reimburse all the funds she lost to a scam. What happened Mrs C fell victim to a scam between 2019 and 2022. She says she was contacted by someone online who claimed to be a member of a secret society who ... (5 pages)View decision