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 383377 results
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Decision Reference DRN-5534684
4 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5534684 The complaint Mr and Mrs B complain about what U K Insurance Limited (UKI) did after they made a claim on their legal expenses insurance policy. What happened Towards the end of June 2024 Mr and Mrs B sought assistance from their policy. They said their neighbour had caused ... (3 pages)View decision -
Decision Reference DRN-5656107
4 Jul 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5656107 The complaint Mr I complains that Watford Insurance Company Europe Limited (Watford”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a saloon car, made by a premium-brand car-maker and firs... (6 pages)View decision -
Decision Reference DRN-5590493
4 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5590493 The complaint Mr B complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following an accident. Any reference to Admiral in this decision includes their agents. Mr B was supported by a representative when bringi... (4 pages)View decision -
Decision Reference DRN-5531053
4 Jul 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5531053 The complaint Mrs M has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under her appliance warranty. Mrs M is represented by Mr M for her complaint but, as she is the policyholder, I will normally refer to her. What happened Mrs M co... (3 pages)View decision -
Decision Reference DRN-5649002
4 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5649002 The complaint Mr H complains about the way AXA Insurance UK Plc (AXA) handled a claim he made under his motor insurance policy. What happened The circumstances of this complaint are well known to both parties and so I’ve summarised events. In September 2022 Mr H was unfortun... (3 pages)View decision -
Decision Reference DRN-5659575
4 Jul 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5659575 The complaint Mrs S complains about how Mulsanne Insurance Company Limited (“Mulsanne”) handled the cancellation of her car insurance policy and the amount of refund it said it would give her. What happened Mrs S had a car insurance policy with Mulsanne. She took out the pol... (2 pages)View decision -
Decision Reference DRN-5587763
4 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5587763 The complaint Mr and Mrs A complain that Barclays Bank UK PLC shouldn’t have provided them with a mortgage on a property in 2018 as the property’s method of construction involved Pre-Cast Reinforced Concrete (“PRC”) and didn’t meet the standard of repair required under Barcl... (6 pages)View decision -
Decision Reference DRN-5530430
4 Jul 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5530430 The complaint Mrs D is unhappy with the decision made Equine and Livestock Insurance Company Limited (Equine) following a claim made under her equine insurance policy. What happened Mrs D held an equine insurance policy to cover her horse, T. The sum insured was £5,000. The... (2 pages)View decision -
Decision Reference DRN-5550418
4 Jul 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5550418 The complaint Mrs R complains The Co-operative Bank Plc (“Co-op”) have been unable to locate money from a passbook account. Mrs R is also unhappy with the way Co-op have dealt and responded to her queries. She wants the money shown in the passbook to be returned and the acco... (2 pages)View decision -
Decision Reference DRN-5652535
4 Jul 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5652535 The complaint Mr C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In November 2021 Mr C entered into a two-year fixed sum loan agreemen... (4 pages)View decision
