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 121115 results
-
Decision Reference DRN-5520157
22 May 2025 Society of Lloyd's UpheldInsuranceDRN-5520157 The complaint Miss C and Mr J complain about how Society of Lloyd’s dealt with their holiday home insurance claim. My references to Lloyd’s include its agents. What happened In March 2024 Miss C and Mr J made a claim on their holiday home insurance for an escape of water at... (3 pages)View decision -
Decision Reference DRN-5558138
22 May 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5558138 The complaint Mr N complains that Barclays Bank UK PLC displayed false information about him on his account. What happened Mr N is a longstanding customer of Barclays. In 2023, he was unhappy to find that Barclays had removed its usual online message that he may be able to b... (2 pages)View decision -
Decision Reference DRN-5370724
22 May 2025 U K Insurance Limited UpheldInsuranceDRN-5370724 The complaint Mrs A complains about the way U K Insurance Limited trading as Darwin (‘Darwin’) handled her insurance claim when her car was damaged by a third party. She’s unhappy Darwin has recorded it as a ‘fault’ claim, that her excesses have not been refunded, and that h... (3 pages)View decision -
Decision Reference DRN-5570707
22 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5570707 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) made it difficult for him to receive a fair settlement after making a claim on his home insurance policy. What happened In July 2024, Mr M’s home unfortunately suffered damage caused by an e... (3 pages)View decision -
Decision Reference DRN-5534458
22 May 2025 Wakam UpheldInsuranceDRN-5534458 The complaint Miss E complains Wakam unfairly declined a claim and cancelled her pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as our investigator detaile... (3 pages)View decision -
Decision Reference DRN-5365931
22 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5365931 The complaint Mr D is unhappy Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened In 2022, Mr D says he was introduced to some investors who had been recommended to him (Mr C and Mr R) by an acquaintance who claimed to be successfully investing with ... (4 pages)View decision -
Decision Reference DRN-5393104
22 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5393104 The complaint Mr D and Mrs D complain about the way Inter Partner Assistance SA (IPA) handled a repatriation claim they made on a travel insurance policy. What happened The background to this complaint is well known to both parties. So I’ve simply set out a summary of what ... (4 pages)View decision -
Decision Reference DRN-5485563
22 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5485563 The complaint Miss B is unhappy with First Central Underwriting Limited’s (First Central) handling of a claim made under her motor insurance policy. Any references to First Central include its agents. What happened In May 2024 Miss B was involved in a car accident. She not... (2 pages)View decision -
Decision Reference DRN-5356736
22 May 2025 Vitality Health Limited UpheldInsuranceDRN-5356736 The complaint Mrs R complains Vitality Health Limited unfairly declined her claim for medical treatment. What happened Mrs R is a beneficiary of a private medical insurance policy held with her husband, and the cover is underwritten by Vitality. The policy was taken out in J... (4 pages)View decision -
Decision Reference DRN-5537921
22 May 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5537921 The complaint Mr and Mrs C have complained about the impact on them financially of a delay on their claim under their home insurance policy with The National Farmers' Union Mutual Insurance Society Limited (NFU). What happened Mr and Mrs C submitted a claim for possibl... (5 pages)View decision
