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 385994 results
-
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN-5513091
4 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5513091 The complaint Mr L has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr L made a claim under his motor insurance policy ... (2 pages)View decision -
Decision Reference DRN-5627005
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5627005 The complaint Mr P has complained Nationwide Building Society won’t refund two transactions he says he didn’t authorise. What happened In December 2024 Mr P contacted Nationwide to dispute two transactions on his account which he’d not made. These were payments to an individ... (2 pages)View decision -
Decision Reference DRN-5642154
4 Jul 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5642154 The complaint Mr T complains because CIGNA Life Insurance Company of Europe SA-NV (‘CIGNA’) retrospectively added an exclusion to his private medical insurance policy and declined his claim. What happened Mr T holds a private medical insurance policy, underwritten by CIGNA. ... (4 pages)View decision -
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
