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
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Decision Reference DRN-5583088
11 Jun 2025 Wakam UpheldInsuranceDRN-5583088 The complaint Mr A has complained about Wakam's decision to reject a claim he made under a home insurance policy. He also complained that Wakam had provided a poor service and caused delays when looking at his claim. What happened Mr A bought a home insurance policy thr... (2 pages)View decision -
Decision Reference DRN-5434522
11 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5434522 The complaint Mrs P complains that Liverpool Victoria Insurance Company Limited (LV) avoided her home insurance policy, and declined her claim, following her home being burgled. Reference to Mrs P and LV includes their respective agents and/or representatives. What happene... (5 pages)View decision -
Decision Reference DRN-5616537
11 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5616537 The complaint Mrs G complains Santander UK Plc had an incorrect address for her account for years, that it didn’t investigate this properly when she first raised the issue and that it still hasn’t provided an explanation. What happened Mrs G has had an account with Santander... (2 pages)View decision -
Decision Reference DRN-5478007
11 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5478007 The complaint Mr and Mrs F have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened The start date of the policy was 6 July 2023. In January 2024 Mr and Mrs F booked a trip for 27 March 2024. On the day of... (3 pages)View decision -
Decision Reference DRN-5614547
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5614547 The complaint Mr R has complained about the way Covea Insurance plc is dealing with a claim he made for an escape of water (EOW) under his home insurance policy which he shares with Ms D. As Mr R is the lead complainant, I will refer to him on his and Ms D’s behalf in my dec... (5 pages)View decision -
Decision Reference DRN-5385059
11 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5385059 The complaint Mrs C has complained that Society of Lloyd’s (SoL) underpaid a claim she made on a mortgage payment protection insurance (PPI) policy. What happened Mrs C made a sickness claim on the policy which was accepted and paid out for the period 26 September 2023 to 2... (3 pages)View decision -
Decision Reference DRN-5589738
11 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5589738 The complaint Mrs B has complained about her home insurer AXA Insurance UK Plc. She thinks it took too long to dry her property, following a water leak, and has unfairly decided that some damage hasn’t been caused by that leak. What happened There was a leak in February 20... (3 pages)View decision -
Decision Reference DRN-5616300
11 Jun 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5616300 The complaint Mr W complains that OAKBROOK FINANCE LIMITED (Oakbrook), trading as Finio Loans, lent to him irresponsibly. What happened In November 2022, Mr W took out a loan with Oakbrook for £1,000 with repayment by twelve monthly instalments of £113.23. Mr W maintained h... (5 pages)View decision -
Decision Reference DRN-5458275
10 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5458275 The complaint Mr L and Mrs L complain that Ageas Insurance Limited have caused delays when dealing with their subsidence claim and unfairly refused to cover damage to the floor slab, retaining wall and patio. What happened Mr L and Mrs L held a buildings insurance policy wi... (3 pages)View decision -
Decision Reference DRN-5615164
10 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5615164 The complaint L, a limited company, complains that Barclays Bank UK Plc have unreasonably declined to refund transactions they say they didn’t agree to. They’d like the bank to refund them. L are represented by their directors, Mr and Mrs G. What happened The background to ... (7 pages)View decision
