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 380824 results
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Decision Reference DRN-5706565
24 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5706565 The complaint Mr Y complains Aviva Insurance Limited didn’t treat him fairly when he raised a query regarding his buildings insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on th... (2 pages)View decision -
Decision Reference DRN-5672059
24 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5672059 The complaint Mr O and Mrs O complain Aviva Insurance Limited (“Aviva”) provided a policy which included cover they didn’t need and led to unnecessarily high premiums. Any reference to Aviva includes the actions of its agents. Because Mrs O has been leading on this complaint... (2 pages)View decision -
Decision Reference DRN-5687505
24 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5687505 The complaint Mr R has complained that his motor insurer, esure Insurance Limited (‘esure’), declined a claim he made on his policy. He is also unhappy with the service it provided. What happened In February 2025 Mr R made a claim on his motor insurance policy after he said... (4 pages)View decision -
Decision Reference DRN-5645666
24 Sep 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5645666 The complaint Ms L is a sole trader, trading as M. She complains that ClearBank Limited won’t refund payments she didn’t make or otherwise authorise from her business banking account. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent busines... (4 pages)View decision -
Decision Reference DRN-5553487
24 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5553487 The complaint Mr B has complained about his commercial property insurer, AXA Insurance UK Plc because it declined two claims he made; one for malicious damage and one for fire. What happened In September 2023 the local council for the area in which Mr B’s property is situat... (3 pages)View decision -
Decision Reference DRN-5822239
24 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5822239 The complaint Mr S complains Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined his claim and avoided his property insurance policy. All references to LV include its agents. What happened Mr S took out a property insurance policy in October 2022 which auto... (3 pages)View decision -
Decision Reference DRN-5629064
24 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5629064 The complaint Mr E is unhappy with the service provided by Intact Insurance UK Limited (Intact) following a claim made on his car insurance policy. What happened In July 2024 Mr E contacted Intact to make a claim following his car being damaged by a fire incident. The facts... (3 pages)View decision -
Decision Reference DRN-5838363
24 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5838363 The complaint Mrs M is unhappy with how HSBC Bank UK Plc reported her loan to the credit reference agencies (CRA) and the level of service she received from them. What happened Mrs M found herself unexpectedly in financial difficulties in May 2024 and contacted HSBC to disc... (3 pages)View decision -
Decision Reference DRN-5803024
24 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5803024 The complaint Mr H is unhappy that Vitality Life Limited cancelled his wife’s life insurance policy (‘the policy’) and declined a claim made on the policy for the life benefit which he says he’s entitled to. I’ll refer to Mr H’s wife as Mrs H. What happened The details of ... (4 pages)View decision -
Decision Reference DRN-5377555
24 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5377555 The complaint Ms P has complained about Santander UK Plc not refunding several payments she says she made and lost to a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms P fell victim ... (3 pages)View decision
