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-5746001
22 Aug 2025 ManyPets Ltd UpheldInsuranceDRN-5746001 The complaint Ms S is unhappy with what ManyPets Ltd did when it sold her a lifetime pet insurance policy and in its subsequent administration of that policy. What happened Ms S took out lifetime pet insurance through Many Pets in 2018 for her cat T. Last year she raised con... (3 pages)View decision -
Decision Reference DRN-5746514
22 Aug 2025 Wakam UpheldInsuranceDRN-5746514 The complaint Ms S is unhappy with what Wakam did after she made a claim on her pet insurance policy. What happened In July 2024 Ms S made a claim for treatment her cat (T) had received. Wakam requested more details from her vet. Ms S was unhappy Wakam was requesting evidenc... (4 pages)View decision -
Decision Reference DRN-5706844
22 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5706844 The complaint Mr W complains that following an IT update that Scottish Equitable Plc, trading as Aegon implemented, he has been unable to access his pension online for a number of months. Mr W also says that he has experienced issues contacting them by telephone which has ca... (5 pages)View decision -
Decision Reference DRN-5645689
22 Aug 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5645689 The complaint Mr and Mrs G have complained that the broker Sainsbury’s Bank Plc unfairly cancelled Mr G’s car insurance policy on behalf of the insurer. Mr and Mrs G are being represented in their complaint by their daughter Ms W. What happened In October 2024 Mr G bought a ... (4 pages)View decision -
Decision Reference DRN-5591795
22 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5591795 The complaint Mr and Mrs H complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of a scam. What happened In May 2024, Mr and Mrs H were looking to buy a lawnmower and found one they were interested in advertised... (4 pages)View decision -
Decision Reference DRN-5771562
21 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5771562 The complaint Mrs R has complained about the amount Acromas Insurance Company Limited has paid in settlement of her claim under her car insurance policy. Mrs R is represented by Mr W. What happened The details of this complaint are well known to both parties, so I will not... (2 pages)View decision -
Decision Reference DRN-5771298
21 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5771298 The complaint Mr B complains Ageas Insurance Limited (“Ageas”) hasn’t offered to settle his claim on his motor insurance policy fairly as it hasn’t valued his classic van correctly after it was stolen. All references to Ageas include its agents. I understand Mr B has another... (5 pages)View decision -
Decision Reference DRN-5598236
21 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5598236 The complaint Miss B has complained that Zurich Insurance Plc avoided her motor insurance policy. What happened Miss B took out a policy through a broker, who I’ll refer to as P, with Zurich in October 2020. This policy covered a personal vehicle which belonged to Miss B’s p... (5 pages)View decision -
Decision Reference DRN-5748727
21 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5748727 The complaint Mr C complains about receiving unwanted emails from NewDay Ltd, despite having believed to have opted out of receiving such communications. What happened Mr C holds a credit card with NewDay. In April 2025, he received a number of emails, which included topic... (3 pages)View decision -
Decision Reference DRN-5494019
21 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5494019 The complaint Mr R complains that Bank of Scotland plc (trading as Halifax) won’t refund payments as a result of a scam. What happened Mr R was the victim of an investment scam. Further to seeing an online advert, he was duped by a fraudster posing as working for a company I... (3 pages)View decision
