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-5782045
28 Aug 2025 Wakam UpheldInsuranceDRN-5782045 The complaint Mr M and Mrs K have complained that Wakam avoided their home insurance policy and refused to pay a claim. What happened Mr M and Mrs K took out a home insurance policy with Wakam online. They later made a claim for water damage. Wakam assessed the claim and s... (5 pages)View decision -
Decision Reference DRN-5714490
28 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5714490 The complaint Mr B has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), delayed repairing his car after it was stolen and then found in a damaged state. All references to Haven include its agents. What happened In December 2023, Mr... (4 pages)View decision -
Decision Reference DRN-5782036
28 Aug 2025 Phoenix Life CA Limited UpheldPensions and AnnuitiesDRN-5782036 The complaint Mrs P complains about Phoenix Life CA Limited’s handling of the claims against her late husband, Mr D’s, policies. This specific complaint is made in her capacity as beneficiary of one of the policies. She’s also made a complaint in her role as administrator fo... (5 pages)View decision -
Decision Reference DRN-5779853
28 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5779853 The complaint Mr J complains that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) was of an unsatisfactory quality. When I refer to what Mr J or VWFS have said or done, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5781738
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5781738 The complaint Mrs M and Mr M complain that Ageas Insurance Limited have provided a poor service following their claim for an escape of oil, and that they haven’t settled the claim in full which has left them out of pocket. What happened Mrs M and Mr M made a claim under the... (6 pages)View decision -
Decision Reference DRN-5643969
28 Aug 2025 Wakam UK Limited UpheldInsuranceDRN-5643969 The complaint Mrs S complains Wakam UK Limited unfairly declined claims and voided her pet insurance policy. What happened The background to this complaint is well known to the parties and has been documented by our investigator previously, so I’ll only provide a summary her... (3 pages)View decision -
Decision Reference DRN-5605967
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5605967 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened Mr R applied for a Virgin Money credit card in January 2020. In his application, Mr R confirmed he was earning £42,... (4 pages)View decision -
Decision Reference DRN-5570703
28 Aug 2025 Phoenix Life Limited UpheldInsuranceDRN-5570703 The complaint The estate of Mrs P complains about the way Phoenix Life Limited dealt with a claim on two life cover policies. The estate doesn’t think all the monies due from the policies have been paid. What happened In 1936 and 1939, the late Mrs P’s parents took out two ... (3 pages)View decision -
Decision Reference DRN-5735162
28 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5735162 The complaint Mr F has complained that his commercial vehicle insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), didn’t compensate him for all the damage to his vehicle after he was involved in an accident. What happened In August 2024 Mr F made a claim to Admiral ... (4 pages)View decision -
Decision Reference DRN-5780799
28 Aug 2025 Gatehouse Bank Plc UpheldMortgagesDRN-5780799 The complaint Mr K and Mrs B complain that they were sold a Sharia (Islamic) mortgage by Gatehouse Bank Plc without being fully informed from the outset about the possible tax implications involved in the transaction. What happened In early 2024 Mr K and Mrs B applied to Gat... (3 pages)View decision
