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 122183 results
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Decision Reference DRN-5270895
5 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5270895 The complaint Mr W complains that Covea Insurance plc (“Covea”) has unfairly settled a claim under his home insurance policy following a burglary. Any reference to Mr W or Covea includes respective agents or representatives. What happened The background of this complaint is ... (5 pages)View decision -
Decision Reference DRN-5309525
5 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5309525 The complaint Miss R complains about AXA Insurance UK Plc’s (“AXA”) handling of a claim made on her car insurance policy and the position it reached on liability. What happened Miss R was involved in a road traffic accident in July 2023, so she made a claim on her policy. M... (3 pages)View decision -
Decision Reference DRN-5059209
5 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5059209 The complaint Mr S complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he was the victim of a scam. What happened In November 2017, Mr S saw an advert online about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – referred ... (8 pages)View decision -
Decision Reference DRN-5266074
5 Feb 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5266074 The complaint Mr S has complained about his motor warranty provider, Motors Insurance Company Limited. He tried to claim for damaged paintwork – but it wouldn’t progress a claim because, it said, paintwork was not covered by the policy. What happened Mr S has a problem with... (2 pages)View decision -
Decision Reference DRN-4919174
5 Feb 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-4919174 The complaint Miss A complains that Lloyds Bank PLC has not refunded a series of transactions she says she lost to a scam. What happened Miss A met an individual on social media I will refer to as ‘X’ who befriended her. He initially said he could help her recover a debt fro... (5 pages)View decision -
Decision Reference DRN-5261085
5 Feb 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5261085 The complaint Ms S has complained about her previous car insurer Marshmallow Insurance Limited (MM) because it won’t refund her 50% of her premium for the policy year 2022/2023 when she was insured with another insurer. What happened Ms S had cover with MM in 2021. She did ... (2 pages)View decision -
Decision Reference DRN-5308608
5 Feb 2025 Unum Ltd UpheldInsuranceDRN-5308608 The complaint Mr W complains because Unum Ltd (‘Unum’) incorrectly declined his income protection insurance claim. What happened Mr W is insured under a group income protection insurance policy, provided by Unum. Mr W made a claim under the policy as he was unable to work d... (3 pages)View decision -
Decision Reference DRN-5021533
5 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5021533 The complaint Mr M is unhappy that Vitality Health Limited (Vitality) declined his private medical insurance claim. What happened Mr M had a private medical insurance policy which was underwritten by Vitality. The policy start date was 9 July 2022 and ended on 8 July 2023. I... (3 pages)View decision -
Decision Reference DRN-5287243
5 Feb 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5287243 The complaint Mr L has complained about delays caused by Scottish Equitable Plc trading as Aegon when he tried to access tax-free cash from his pension. It took just over nine weeks from the time he first contacted Scottish Equitable until he received the money. What happen... (5 pages)View decision -
Decision Reference DRN-4910144
5 Feb 2025 Amtrust Europe Limited UpheldInsuranceDRN-4910144 The complaint M, a limited company, is unhappy with how Amtrust Europe Limited (Amtrust) has handled a claim for subsidence made under their residential property insurance property. Any references to Amtrust include their agents. M’s complaint has been referred by Mr P, one... (3 pages)View decision
