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 369227 results
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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 -
Decision Reference DRN-5344046
21 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5344046 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (Halifax) blocked his account unnecessarily and didn’t inform him about it. What happened Mr D had a bank account with Halifax. In April 2024, Halifax blocked Mr D’s account. Halifax said they emailed ... (4 pages)View decision -
Decision Reference DRN-5418104
21 Mar 2025 Interactive Investor Services Limited UpheldInvestmentsDRN-5418104 The complaint Miss L complains Interactive Investor Services Limited (IISL) has failed to provide her with information relating to the financial institutions it holds cash with on her behalf within her investment accounts. She says this is preventing her from mitigating the ... (4 pages)View decision -
Decision Reference DRN-5356237
21 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5356237 The complaint Mr W complains that Bank of Scotland plc trading as Halifax lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a Halifax credit card in April 2022. In his application, Mr W said ... (3 pages)View decision
