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 124111 results
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Decision Reference DRN-5801460
9 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5801460 The complaint Mr S and Ms U are unhappy that AXA PPP Healthcare Limited delayed settling a claim made on their private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-5343134
9 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5343134 Complaint Mr W is unhappy that Revolut Ltd didn’t do more to protect him from fraud. This complaint has been brought on his behalf by a representative. However, for simplicity’s sake, I’ve generally referred to Mr W in the text of the decision. Background In June 2022, Mr W ... (4 pages)View decision -
Decision Reference DRN-5718296
9 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5718296 The complaint Mr O has complained about a number of issues relating to esure Insurance Limited’s service in connection with his motor insurance and motor legal protection policies. What happened Mr O insured his car with esure. In April 2022 he claimed on his policy after hi... (5 pages)View decision -
Decision Reference DRN-5805290
9 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5805290 The complaint Mr W is unhappy that INTACT INSURANCE UK LIMITED (“INTACT”) unfairly declined his claim because of wear and tear under his marine insurance policy. Mr W had representation for the complaint, but for ease and simplicity, I’ll only refer to Mr W. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5706837
9 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5706837 The complaint Mr B and Miss M have complained about Advantage Insurance Company Limited’s handling of a claim they made on their motor insurance policy. In bringing their claim and complaint both Mr B and Miss M have communicated with Advantage and the Financial Ombudsman Se... (4 pages)View decision -
Decision Reference DRN-5757616
9 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5757616 The complaint Miss T complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly when it granted her an overdraft facility, that it failed to monitor her usage of it and that it failed to identify that she was in financial difficulty. What happened Miss T was granted an ov... (3 pages)View decision -
Decision Reference DRN-5631284
9 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5631284 The complaint Mr V is unhappy with the way that Aviva Life & Pensions UK Limited have calculated the settlement of a claim he made on his income protection policy. What happened Mr V has two income protection policies with Aviva. He made a successful claim on one of poli... (3 pages)View decision -
Decision Reference DRN-5796317
9 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5796317 The complaint Ms D is unhappy with how she’s been treated by Santander UK Plc, in relation to a mortgage. She says that Santander allowed her ex-partner to take out several further advances on their joint mortgage, and switch the mortgage from repayment to interest only, wit... (6 pages)View decision -
Decision Reference DRN-5802521
9 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5802521 The complaint Mr and Mrs C complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a cancellation claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr and Mrs C ... (3 pages)View decision -
Decision Reference DRN-5721822
9 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5721822 The complaint Mr and Mrs B complain because Admiral Insurance (Gibraltar) Limited hasn’t paid a cancellation claim under their travel insurance policy. What happened Mr and Mrs B held an annual multi-trip travel insurance policy, provided by Admiral. Mr and Mrs B booked a ho... (3 pages)View decision
