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 123701 results
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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-5222175
4 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5222175 The complaint Mrs W complains about HDI Global Specialty SE’s decision not to renew her home insurance policy. What happened Mrs W had a home insurance policy with HDI. In August 2023, she made a claim after she found cracks in the external render of her property. HDI declin... (3 pages)View decision -
Decision Reference DRN-5577768
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5577768 The complaint Mr M complains about the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) paid for the total loss of his car following a claim made on his car insurance policy. What happened In November 2024 Mr M made a claim on his car insurance policy after his car ... (3 pages)View decision -
Decision Reference DRN-5669221
4 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5669221 The complaint Mr W complains that Phoenix Life Limited (“Phoenix”) caused delays when transferring his pension fund have caused him financial loss, and that Phoenix did not tell him that he had options other than transferring to a specific provider. Mr W’s complaint has bee... (4 pages)View decision -
Decision Reference DRN-5671489
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5671489 The complaint Mr G is unhappy that American Express Services Europe Limited ("AmEx") didn't make promotional offers available to him immediately upon opening an account with them, and that AmEx didn’t honour his right to withdraw from the account contract with... (2 pages)View decision -
Decision Reference DRN-5555210
4 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5555210 The complaint Mrs L and Mr L have complained that AXA Insurance UK Plc unfairly declined their claim for damage which they said was caused by a storm, but AXA said was caused by a flood. Mrs L’s and Mr L’s policy excludes cover for flood damage. What happened Mrs L and Mr L ... (3 pages)View decision -
Decision Reference DRN-5671571
4 Jul 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5671571 The complaint Mr H complains that The Prudential Assurance Company Limited (Prudential) will not allow him to take only the tax free cash from his pension plan without him using a financial adviser. And that Prudential did not tell him about this requirement before he wished... (4 pages)View decision -
Decision Reference DRN-5671106
4 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5671106 The complaint The estate of Mr C complains Ageas Insurance Limited (“Ageas”) provided poor customer service and caused delays in its handling of a claim on its property insurance policy following an escape of water. It says Ageas hasn’t adequately considered the impact the d... (5 pages)View decision
