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 123872 results
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Decision Reference DRN-5702266
18 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5702266 The complaint Mr and Mrs S have complained about Inter Partner Assistance SA’s (“IPA”) handling and decline of a claim made under their travel insurance policy. References to IPA in this decision also include its authorised agents. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-5693043
18 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5693043 The complaint Ms Y is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. What happened In 2024 Ms Y paid a reservation fee to a developer for a new build property. The sale was expected to comple... (4 pages)View decision -
Decision Reference DRN-5668258
18 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5668258 The complaint Miss G complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In May 2023 Miss G purchased a used car from a dealer at a cost of £28,500. She paid a deposit of £... (3 pages)View decision -
Decision Reference DRN-5700826
18 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5700826 The complaint Mr L complains about how Admiral Insurance (Gibraltar) Limited handled a claim on his car insurance policy. What happened Mr L’s car unfortunately suffered flood damage in September 2024. He called Admiral to raise a claim. Admiral completed a desk top assessme... (4 pages)View decision -
Decision Reference DRN-5700677
18 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5700677 The complaint Mr K and Mrs K complain about the way U K Insurance Limited (UKI) have handled the claim they made under their building insurance policy. This complaint has been bought by both Mr K and Mrs K, but as Mr K has been leading in this complaint and for ease, I’ve re... (5 pages)View decision -
Decision Reference DRN-5701792
18 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5701792 The complaint Ms J is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms J fell victim to a cruel job scam. Her representative has said she was looking for work and w... (5 pages)View decision -
Decision Reference DRN-5596018
18 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5596018 The complaint Mr B has complained that Liverpool Victoria Insurance Company Limited unfairly didn’t pay him the market value of his converted campervan under his motor policy after it was stolen. What happened Mr B’s campervan was stolen in April 2024. He had converted his ... (3 pages)View decision -
Decision Reference DRN-5654327
18 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5654327 The complaint Mr F has complained about the total loss settlement he received from Acromas Insurance Company Limited when he made a claim under his car insurance policy. What happened Mr F’s car was involved in an incident and he made a claim to his insurer, Acromas. An engi... (2 pages)View decision -
Decision Reference DRN-5699949
18 Jul 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5699949 The complaint Mrs G is unhappy that Harbour Rock Capital Ltd, trading as Pension Access, have asked her to pay an advice fee which she feels is not justified. What happened Mrs G had six separate workplace defined contribution pension policies with a pension provider I’ll ca... (8 pages)View decision -
Decision Reference DRN-5580025
18 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5580025 The complaint Mrs D complains about three credit agreements taken out in her name with Telefonica UK Limited trading as O2. What happened In November 2022, Telefonica received an application for a credit agreement in Mrs D’s name, to buy a mobile telephone device. A second a... (3 pages)View decision
