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-5579080
21 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5579080 The complaint Mr C complains that Alwyn Insurance Company Limited declined a claim on his pet insurance policy. What happened Mr C’s dog was being looked after by a friend. While there, his dog was bitten by the friend’s dog and needed treatment. Mr C claimed for the vet’s f... (3 pages)View decision -
Decision Reference DRN-5567309
20 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5567309 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited failed to acknowledge a payment for his motor insurance and unfairly cancelled his policy. What happened Mr J had motor insurance with Admiral. In September 2024, he changed his bank details for his mont... (4 pages)View decision -
Decision Reference DRN-5729694
20 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5729694 The complaint Miss S complains about the settlement offered by Admiral Insurance (Gibraltar) Limited following a claim on her motor insurance policy. What happened The background to this complaint is well known to Miss S and Admiral. Rather than repeat in detail what’s alrea... (3 pages)View decision -
Decision Reference DRN-5628669
20 Aug 2025 Esure Services Limited UpheldInsuranceDRN-5628669 The complaint Mr B complained about Esure Services Limited’s mistake when he asked them to change the car on his motor insurance policy. What happened Mr B was insured with Esure Services Limited (esure). He then bought a new car and asked them to change the car on his poli... (3 pages)View decision -
Decision Reference DRN-5721748
20 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5721748 The complaint Mr E complains that a car that was supplied to him under a finance agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. Mr E’s wife is also involved in his complaint. What happened A used car was supplied to Mr E under a finance agreement w... (3 pages)View decision -
Decision Reference DRN-5693063
20 Aug 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5693063 The complaint Mr and Mrs S has complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined Mr S’s critical illness claim. What happened Mr and Mrs S applied for a life and critical illness policy from L&G in summer 2023. They completed a he... (3 pages)View decision -
Decision Reference DRN-5726601
20 Aug 2025 Idealing.com Limited UpheldPensions and AnnuitiesDRN-5726601 The complaint Mrs G is the member and beneficiary of a Guernsey-based Qualifying Recognised Overseas Pension Scheme (QROPS) with Bourse Pension Trustees Limited, which contained an iDealing.com Limited (“iDealing”) share account. She raises two main heads of complaint: 1. De... (20 pages)View decision -
Decision Reference DRN-5664459
20 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5664459 The complaint Mr B’s complaint is about a claim he made on his Alwyn Insurance Company Limited (‘Alwyn’) pet insurance policy. Mr B says Alwyn treated him unfairly. All references in this decision to Alwyn include their claims handlers. What happened Mr B took out a pet i... (4 pages)View decision -
Decision Reference DRN-5643376
20 Aug 2025 FCE Bank Plc UpheldConsumer CreditDRN-5643376 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with FCE Bank Plc trading as Ford Credit (“FC”). What happened Mr M referred a complaint to us along with his representative. As the complainant is Mr M, for ease, I have addr... (5 pages)View decision -
Decision Reference DRN-5762136
20 Aug 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5762136 The complaint Ms K has complained that AXA PPP Healthcare Limited (trading as AXA Health) delayed paying invoices for claims she made on a private medical insurance policy which has negatively impacted her no claims discount (NCD) and policy premiums at renewal in February 2... (3 pages)View decision
