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 370903 results
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Decision Reference DRN-5580597
4 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5580597 The complaint Mrs and Mr L complain about how Astrenska Insurance Limited handled and settled a claim they made following damage to their television. What happened Mrs and Mr L held a kit and personal possessions insurance policy, which is underwritten by Astrenska. This po... (5 pages)View decision -
Decision Reference DRN-5516395
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5516395 The complaint Mrs O complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) placed a fraud marker about her on an external database after it voided her car insurance policy. What happened Mrs O took out a car insurance policy provided by Admiral which started in Se... (3 pages)View decision -
Decision Reference DRN-5436248
4 Jul 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5436248 The complaint Mrs L and Mr N complain that Lloyds Bank General Insurance Limited (“Lloyds”) priced their policy unfairly and caused them confusion due to several instances of miscommunication about their level of cover. Any reference to Lloyds in this decision includes its a... (3 pages)View decision -
Decision Reference DRN-5647826
4 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5647826 The complaint Mr F has complained that Legal and General Assurance Society Limited (“L&G”) declined a claim he made and voided his critical illness policy. What happened The background to this complaint is well known to the parties. In summary Mr F made claims under two ... (2 pages)View decision -
Decision Reference DRN-5222175
4 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5222175 The complaint Mrs W complains about HDI Global Specialty SE’s decision not to renew her home insurance policy. What happened Mrs W had a home insurance policy with HDI. In August 2023, she made a claim after she found cracks in the external render of her property. HDI declin... (3 pages)View decision -
Decision Reference DRN-5577768
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5577768 The complaint Mr M complains about the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) paid for the total loss of his car following a claim made on his car insurance policy. What happened In November 2024 Mr M made a claim on his car insurance policy after his car ... (3 pages)View decision -
Decision Reference DRN-5667604
4 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5667604 The complaint Mr M complains about the quality of the car he was supplied by Black Horse Limited trading as Land Rover Financial Services (“Black Horse”). What happened Mr M entered a hire purchase agreement with Black Horse in April 2022 for a new car. It was a three-year a... (3 pages)View decision -
Decision Reference DRN-5401924
4 Jul 2025 IPS Pensions Limited Not upheldPensions and AnnuitiesDRN-5401924 The complaint Mr F complains that IPS Pensions Limited trading as James Hay Partnership (“James Hay”) didn’t carry out reasonable due diligence on his investment in the Stirling Mortimer No 4 Cape Verde fund (“SMCV4 fund”), the EEA Life Settlements fund (“the EEA fund”) and ... (17 pages)View decision -
Decision Reference DRN-5308210
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5308210 The complaint Miss P complains about Santander UK Plc. She says that she has been the victim of a scam and would like Santander to refund her. What happened In October 2020 Miss P was discussing her financial situation with a client who worked in sales for a company I will... (3 pages)View decision -
Decision Reference DRN-5671723
4 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5671723 The complaint Miss P is unhappy with the service she’d received from Clydesdale Bank Plc, trading as Virgin Money, surrounding a large transfer she made into her credit card account. What happened In February 2024, Miss P transferred a large sum of money into her Virgin cre... (3 pages)View decision
