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
-
Decision Reference DRN-5595454
4 Jul 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5595454 The complaint A limited company, which I will refer to as H, complains about the settlement of its business interruption insurance claim by Arch Insurance (UK) Limited. The claim was made as a result of the COVID-19 pandemic. What happened The following is intended only as a... (3 pages)View decision -
Decision Reference DRN-5595453
4 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5595453 The complaint A limited company, which I will refer to as W, complains about the settlement of its business interruption insurance claim by Aviva Insurance Limited. The claim was made as a result of the COVID-19 pandemic. What happened The following is intended only as a sum... (3 pages)View decision -
Decision Reference DRN-5616993
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5616993 The complaint Mr T complains about the problems he has faced using the credit card which he holds with HSBC UK Bank Plc trading as first direct bank. What happened Mr T is unhappy that he wasn’t able to use his credit card on at least three occasions. Mr T found it frustrati... (3 pages)View decision -
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-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
