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 385419 results
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Decision Reference DRN-5498078
2 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5498078 The complaint Mrs R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Mrs R applied for a Virgin Money credit card in February 2021. In the application, Mrs R said she was employed with ... (2 pages)View decision -
Decision Reference DRN-5663458
2 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5663458 The complaint Mr and Mrs C complained that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined their claim for storm damage, and referred to an inaccurate excess fee, under their home buildings insurance policy. I’ll refer to Mr C in my decision for ease. ... (4 pages)View decision -
Decision Reference DRN-5431270
2 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5431270 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application. What happened Mr B applied for a 118 118 Money credit card in December 2018. In his application, Mr B said he was living with hi... (3 pages)View decision -
Decision Reference DRN-5503146
2 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5503146 The complaint Ms A complains that Admiral Insurance (Gibraltar) Limited mishandled two claims on her motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in 2012. Ms A acquired the car no later than January 2022,... (6 pages)View decision -
Decision Reference DRN-5462815
2 Jul 2025 ReAssure Life Limited Not upheldInsuranceDRN-5462815 The complaint Mr M and Mrs M have complained that ReAssure Life Limited unfairly declined their critical illness claim after Mrs M was diagnosed with a colloid cyst. What happened Mr and Mrs M have had a joint critical illness policy for many years. In 2024, Mrs M was diagn... (2 pages)View decision -
Decision Reference DRN-5511604
2 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5511604 The complaint Mr K has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under his home emergency policy. References to RSA include companies acting on its behalf. What happened Mr K contacted RSA to send an engineer to repair a leak.... (2 pages)View decision -
Decision Reference DRN-5082071
2 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5082071 The complaint Mr G complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a job scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr G throughout this decision What happened In summary, Mr G says he found an advert for... (2 pages)View decision -
Decision Reference DRN-5467278
2 Jul 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5467278 The complaint Mr K has complained that Millennium Insurance Company Limited (MIC) unfairly declined a claim under his bicycle insurance policy. What happened Mr K made a claim for a stolen bike. MIC asked for a range of information, including proof of purchase for the bike,... (2 pages)View decision -
Decision Reference DRN-5571013
2 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5571013The complaint Mr A complains that AXA PPP Healthcare Limited declined a claim for a scan under his private health insurance policy. What happened Mr A is covered by a private health insurance policy through his employer. The insurer is AXA. Mr A made a claim for an appointment w... (3 pages)View decision -
Decision Reference DRN-5659991
2 Jul 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5659991 The complaint Mrs M complains about the amount Tradex Insurance Company PLC (Tradex) have paid to settle a claim she made under her motor insurance policy. What happened The details of this complaint will be well known to both parties and so I’ve summarised events. In Septem... (3 pages)View decision
