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 123440 results
-
Decision Reference DRN-5595917
16 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5595917 The complaint Mr C has complained that U K Insurance Limited (UKI) unfairly declined a claim under his home insurance policy for damage caused by a water leak. He is also unhappy about the way his claim was handled. What happened Mr C said at the end of November 2023 he not... (4 pages)View decision -
Decision Reference DRN-5627023
16 Jun 2025 Wakam UpheldInsuranceDRN-5627023 The complaint Mr T complains Wakam has unfairly declined a claim on a pet insurance policy for treatment his dog, “M”, received. Mr T is represented by Miss M and M is registered under her name at the veterinary practice. While I may refer to her in the decision below, Mr T ... (4 pages)View decision -
Decision Reference DRN-5626048
16 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5626048 The complaint Mr A complains that Fortegra Europe Insurance Company Ltd declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened Mr A holds a GAP policy with Fortegra. After his vehicle was involved in an accident and written off by h... (3 pages)View decision -
Decision Reference DRN-5600038
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5600038 The complaint Mr and Mrs C have complained about the way Inter Partner Assistance SA (‘IPA’) dealt with and declined their claim. What happened Mr and Mrs C bought a travel insurance policy, underwritten by IPA. They were on holiday when Mrs C became unwell and needed medica... (2 pages)View decision -
Decision Reference DRN-5069012
16 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5069012 The complaint Mr E complains about Aviva Insurance Limited’s handling of a motor insurance claim. What happened Mr E had a motor insurance policy with Aviva. In June 2023, his vehicle was damaged by a third-party and in August 2023, he made a claim with Aviva. Aviva’s agents... (3 pages)View decision -
Decision Reference DRN-5615497
16 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5615497 The complaint Miss R complains that NewDay Limited trading as Aqua (NewDay) lent to her irresponsibly. She says NewDay didn’t do enough to check she could afford to repay the lending sustainably. Miss R says that the initial limit and all subsequent limit increases were unaf... (4 pages)View decision -
Decision Reference DRN-5626949
16 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5626949 The complaint Miss W is unhappy that PayPal UK Ltd closed her PayPal Credit account and with the service she received surrounding this. What happened Miss W opened a standard PayPal account in June 2019 and later opened PayPal Credit account, which was linked to her standard... (5 pages)View decision -
Decision Reference DRN-5611998
16 Jun 2025 Alan Boswell Insurance Brokers Limited UpheldPensions and AnnuitiesDRN-5611998 The complaint Mr D complains about advice given by Alan Boswell Insurance Brokers Limited (ABIBL) to transfer benefits from a defined benefits (DB) occupational pension scheme to a section 32 policy. Mr D says the advice was unsuitable and has caused him a financial loss. W... (9 pages)View decision -
Decision Reference DRN-5626721
16 Jun 2025 Culligan Water Limited UpheldConsumer CreditDRN-5626721 The complaint Mr B complains Culligan Water Limited (Culligan) treated him unfairly because they delayed telling him he hadn’t passed their credit checks. What happened In early June 2024, Mr B wanted to get a water system for his home. But after signing the hire agreement a... (2 pages)View decision -
Decision Reference DRN-5621222
16 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5621222 The complaint Mr W complains about a car supplied to him using a conditional sale agreement taken out with Moneybarn No. 1 Limited (“Moneybarn”). What happened In July 2022, Mr W acquired a used car using a conditional sale agreement with Moneybarn. The car was over ten yea... (5 pages)View decision
