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 381196 results
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Decision Reference DRN-5692805
22 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5692805 The complaint Miss T is unhappy that Legal & General Assurance Society Limited (‘L&G’) declined a claim made on her income protection policy (‘the policy’). She’s also unhappy about the way in which the claim was handled. What happened Miss T claimed on her income pr... (3 pages)View decision -
Decision Reference DRN-5742209
22 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5742209 The complaint Mr B has complained about information Tesco Underwriting Limited has recorded following the cancellation of his car insurance policy. What happened In March 2025 Mr B bought a car insurance policy online with the insurer, Tesco. The policy was to start on 11 Ma... (3 pages)View decision -
Decision Reference DRN-5816420
22 Sep 2025 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5816420 The complaint Mrs D and Mr D have complained that Scottish Friendly Assurance Society Limited declined Mr D’s critical illness claim. What happened Mr and Mrs D took out a life and critical illness policy in 2017. Sadly in 2024 Mr D had a stroke and made a claim under the c... (3 pages)View decision -
Decision Reference DRN-5810388
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5810388 The complaint Mr P complains that Clydesdale Bank Plc trading as Virgin Money failed to adequately support him when he was due to be made redundant. What happened Mr P holds a Virgin Money credit card. After telling Virgin Money in early April 2025 that he would shortly be e... (3 pages)View decision -
Decision Reference DRN-5803434
22 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5803434 The complaint Mr P has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to reject a claim he made for storm damage under his home insurance policy. What happened In January 2025 Mr P made a claim to his insurer LV for storm damage. He returned ho... (3 pages)View decision -
Decision Reference DRN-5700025
22 Sep 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5700025 The complaint Mr I complains that Transunion International UK Limited (TU) are allowing incorrect information to be displayed on his credit file. What happened Mr I’s complaint centres around an account he has with a utility suppler - I’ll refer to them as S. He has been in ... (2 pages)View decision -
Decision Reference DRN-5663256
22 Sep 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5663256 The complaint Mrs A is unhappy with the benefit MetLife Europe d.a.c paid to settle her claim. What happened Mrs A has an accident protection policy with MetLife. In August 2024, she suffered a small avulsion fracture from the anterior process of calcaneum and so she claimed... (2 pages)View decision -
Decision Reference DRN-5693805
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5693805 The complaint Mrs O complains that Admiral Insurance (Gibraltar) Limited offered an unfair settlement under a motor insurance policy. What happened Mrs O had an Admiral motor insurance policy. In February 2025, her car was damaged in an accident and she made a claim on the p... (2 pages)View decision -
Decision Reference DRN-5785555
22 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5785555 The complaint Mr C complains that Link Financial Outsourcing Limited (Link) are pursuing him for a debt where the balance is in dispute. What happened In 2021, Mr C took a loan of £2,000 with a company I’ll refer to as V. The loan had a withdrawal clause that if the money w... (2 pages)View decision -
Decision Reference DRN-5655356
22 Sep 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5655356 The complaint Miss D and Mr F complain that Lenvi Servicing Limited, the administrator of their help to buy shared equity loan, delayed in issuing a deed of postponement. This meant that the re- mortgage of their first charge mortgage was delayed, resulting in them having to... (5 pages)View decision
