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 130193 results
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Decision Reference DRN-6156082
16 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6156082 The complaint Miss S complains that her motor insurer, esure Insurance Limited (‘esure’), sold her car after it was declared a total loss without letting her know, when in fact, she wanted to keep it. What happened I issued a provisional decision regarding this complaint la... (5 pages)View decision -
Decision Reference DRN-6141852
16 Feb 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6141852 The complaint Ms P has complained about the service provided by Great Lakes Insurance UK Ltd (‘Great Lakes’) under her home insurance policy. For the avoidance of doubt, the term ‘Great Lakes’ includes reference to its agents and contractors for the purposes of this decision... (4 pages)View decision -
Decision Reference DRN-5863186
16 Feb 2026 ReAssure Limited UpheldPensions and AnnuitiesDRN-5863186 The complaint Mr W says that ReAssure Limited (ReAssure) treated him unfairly when it sent him incorrect information about his pension fund value between 2022 and 2025. He says ReAssure’s offer to compensate him for this is not adequate. What happened Mr W has a pension wit... (3 pages)View decision -
Decision Reference DRN-6155765
16 Feb 2026 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-6155765 The complaint Mr L (Mr L1) and Mr L (Mr L2) complain that Aviva Life & Pensions UK Limited (Aviva) unfairly delayed the surrender and payment of an investment bond, causing them financial loss. What happened In 2001 Mr L1 and Mr L2 invested into a jointly held investmen... (6 pages)View decision -
Decision Reference DRN-6020480
16 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6020480 The complaint Miss C has complained that NewDay Ltd were irresponsible in providing her with two Aqua credit cards and increasing the credit limit on one of the cards. What happened In January 2023, NewDay provided Miss C with an Aqua credit card, account ending 551, with a... (3 pages)View decision -
Decision Reference DRN-6124303
16 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6124303 The complaint Miss E has complained that U K Insurance Limited trading as Direct Line (UKI) unreasonably refused to reinstate her lifetime pet policies when she failed to make a premium payment in March 2025. Instead it unfairly offered her new policies where the cover exclu... (4 pages)View decision -
Decision Reference DRN-6154425
16 Feb 2026 Embark Services Limited UpheldPensions and AnnuitiesDRN-6154425 The complaint Mr C has complained about the actions of Embark Services Limited when he tried to transfer his self-invested personal pension (“SIPP”). He says Embark caused the process to become unnecessarily protracted, causing him financial and emotional distress as a resul... (6 pages)View decision -
Decision Reference DRN-6005699
16 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6005699 The complaint Ms S complains that when she made a claim on her motor insurance policy, esure Insurance Limited undervalued her written-off car and provided poor service in general. What happened Ms S’s car was damaged in a non-fault accident. She thought esure hadn’t taken ... (3 pages)View decision -
Decision Reference DRN-6138557
16 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6138557 The complaint Ms Z complains about the way Allianz Insurance Plc handled a claim made under a buildings insurance policy for subsidence. Reference to Allianz includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and... (3 pages)View decision -
Decision Reference DRN-6138523
16 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6138523 The complaint Ms U complains about the way Allianz Insurance Plc handled a claim made under a buildings insurance policy for subsidence. Reference to Allianz includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and... (3 pages)View decision