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 387322 results
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Decision Reference DRN-6046576
30 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6046576 THE COMPLAINT Mrs S complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs S is represented in this matter. However, where appropriate, I will refer to Mrs S solely in this decision for ease of reading. WHA... (7 pages)View decision -
Decision Reference DRN-6046393
30 Dec 2025 Unum Ltd Not upheldInsuranceDRN-6046393 The complaint A company, ‘M’, complains because Unum Ltd hasn’t paid an income protection insurance claim for one of its employees (who I’ll refer to as ‘Mrs M’). What happened M holds a group income protection insurance policy, provided by Unum, for the benefit of its emplo... (4 pages)View decision -
Decision Reference DRN-5922289
30 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5922289 The complaint Mr L is unhappy that The Royal London Mutual Insurance Society Limited has declined a claim he made on a life and critical illness policy. What happened Mr L took out a life and critical illness policy via an independent financial advisor (IFA). The policy incl... (4 pages)View decision -
Decision Reference DRN-6029597
30 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6029597 The complaint Mrs S complains because Inter Partner Assistance SA (‘IPA’) hasn’t paid a cancellation claim under her travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mrs S held a travel i... (3 pages)View decision -
Decision Reference DRN-5910334
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5910334 The complaint Mr O is unhappy that Aviva Insurance Limited has limited the cover available under his private medical insurance policy. What happened Mr O has a history of cardiac issues, which he’s successfully claimed for on his private medical insurance policy. Mr O compla... (3 pages)View decision -
Decision Reference DRN-5958915
30 Dec 2025 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5958915 The complaint Mr and Mrs A are unhappy that CIGNA Europe Insurance Company SA-NV have declined a claim they made and cancelled their private medical insurance policy. What happened Mr and Mrs A took out a private medical insurance policy. They claimed on the policy as Mrs A ... (3 pages)View decision -
Decision Reference DRN-6014621
30 Dec 2025 Unum Ltd UpheldInsuranceDRN-6014621 The complaint Mr O is unhappy that Unum Ltd haven’t settled a claim he made on his employer’s income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for... (2 pages)View decision -
Decision Reference DRN-6017009
30 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6017009 The complaint Mr H and Miss M are unhappy that Aviva Life & Pensions UK Limited didn’t give them the right information about their life insurance policy What happened Miss M was diagnosed with breast cancer. Mr H contacted Aviva, who offer critical illness cover to his e... (3 pages)View decision -
Decision Reference DRN-6032586
30 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6032586 The complaint Ms H is unhappy that Aviva Life & Pensions UK Limited stopped paying her income protection claim. What happened Ms H is a beneficiary of her employer’s group income protection scheme. She was in receipt of the policy benefit following a successful claim on ... (3 pages)View decision -
Decision Reference DRN-5915582
30 Dec 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5915582 The complaint Mr P is unhappy that BUPA Insurance Limited won’t provide an invoice or receipt as proof of payment. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my d... (2 pages)View decision