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 121262 results
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Decision Reference DRN-4509478
12 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4509478 Complaint Ms C is unhappy that Lloyds Bank PLC didn't reimburse her after she told it she'd fallen victim to a scam. Background In 2021, Ms C was offered an opportunity to invest her money with an individual I'll refer to as Mr V. Mr V was presented as a highl... (3 pages)View decision -
Decision Reference DRN-5392814
12 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5392814 The complaint Mrs S is unhappy that Vitality Health Limited (Vitality) partly settled her claim under her private medical insurance policy. Mrs S is being represented by her husband, Mr S, on this complaint. For ease, I’ve referred to both Mrs S and Mr S in this decision. Wh... (5 pages)View decision -
Decision Reference DRN-5335338
12 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5335338 The complaint Mrs F complains about the settlement that UK Insurance Limited (UKI) offered her for the total loss of her car following a claim made on her motor insurance policy. She wants UKI to pay the difference between its first offer and the final settlement. What happ... (3 pages)View decision -
Decision Reference DRN-5254810
12 Mar 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5254810 The complaint Mrs M’s complaint is about the conduct of her After the Event (‘ATE’) insurer, Financial & Legal Insurance Company Ltd (‘F&L’) following the conclusion of litigation she was involved in. Mrs M says F&L treated her unfairly. Mrs M is helped by a represe... (3 pages)View decision -
Decision Reference DRN-5324198
12 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5324198 The complaint Mrs and Mr W complain about AXA Insurance UK Plc (AXA) declining their claim for damage to their property under their Commercial and Residential Landlords Insurance policy. Any reference to AXA includes its agents. What happened Mrs and Mr W made a claim on t... (5 pages)View decision -
Decision Reference DRN-5391885
12 Mar 2025 Coventry Building Society UpheldMortgagesDRN-5391885 The complaint Miss G complains that Coventry Building Society (‘CBS’) has been pursuing her for repayment of the mortgage debt despite being aware she was previously made bankrupt. She is also unhappy it has been sending her letters which are addressed jointly to her and her... (4 pages)View decision -
Decision Reference DRN-5359782
12 Mar 2025 Wakam UpheldInsuranceDRN-5359782 The complaint Mr W and Miss S are unhappy Wakam turned down a pet insurance claim they made. Although the claim and complaint have been brought by Miss S as Mr W is the policyholder I’ll mainly refer to him in this decision. What happened In September 2023 Mr W made a claim ... (3 pages)View decision -
Decision Reference DRN-5346563
12 Mar 2025 London General Insurance Company Limited UpheldInsuranceDRN-5346563 The complaint Mr B complains about London General Insurance Company Limited trading as Assurant (“Assurant”) have unfairly declined his motor warranty policy claim. All references to Assurant also include its appointed agents. What happened The details of this complaint are ... (2 pages)View decision -
Decision Reference DRN-5392808
12 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5392808 The complaint Mrs H complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-5392809
12 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5392809 The complaint Miss G is unhappy with several aspects of the service she received from Santander UK Plc. What happened Miss G opened a new current account with Santander in February 2024. Miss G sent letters to Santander dated 12 March and 12 April 2024 in which she asked Sa... (3 pages)View decision
