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 385796 results
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Decision Reference DRN-5481852
7 Jul 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5481852 The complaint Mr M’s complaint is about the rejection of a claim made under his legal expenses insurance cover with HDI Global Specialty SE. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal wit... (4 pages)View decision -
Decision Reference DRN-5645847
7 Jul 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5645847 The complaint Mr and Mrs B’s complaint is about the rejection of a claim made under their home buildings insurance policy with Tesco Underwriting Limited. What happened In October 2023, Mr and Mrs B contacted Tesco to make a claim for a leak through the roof of an outbuildin... (6 pages)View decision -
Decision Reference DRN-5394260
6 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5394260 The complaint Mr M is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel job scam. He made the following card payments from his Revolut account... (3 pages)View decision -
Decision Reference DRN-5293694
5 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5293694 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel job scam. The fake job required him to complete tasks that involved wr... (4 pages)View decision -
Decision Reference DRN-5672149
4 Jul 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5672149 The complaint Mrs M and the estate of Mr M complains that St James’s Place Wealth Management Plc (‘SJP’): Overlooked one of her late husband’s investments with them and failed to sell it down at the time of his death in 2012. After subsequently transferring that investme... (6 pages)View decision -
Decision Reference DRN-5671580
4 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5671580 The complaint Mr R and Mrs R complain that Great Lakes Insurance UK Limited declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mr R and Mrs R had single trip travel insurance, Great Lakes was the insurer for the relevant pol... (5 pages)View decision -
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
