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 369228 results
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Decision Reference DRN-5356680
26 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5356680 The complaint Mrs Z and Mr Z complain about U K Insurance Limited’s handling of a subsidence claim made under their property owners insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary here, focus... (11 pages)View decision -
Decision Reference DRN-5302109
26 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5302109 The complaint Mr C and Mr C complain about how Admiral Insurance (Gibraltar) Limited (Admiral).dealt with liability for a claim under their motor insurance policy, following an accident involving their vehicle. References to Admiral in this decision include their agents. T... (5 pages)View decision -
Decision Reference DRN-5144165
26 Feb 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5144165 The complaint Mr and Mrs H are unhappy with the time it took for Legal and General Assurance Society Limited to pay their critical illness claim. They’re also unhappy with the service and settlement they received. Although this is a joint policy, the claim itself is for Mr H... (6 pages)View decision -
Decision Reference DRN-5266595
26 Feb 2025 Brunel Insurance Brokers Limited Not upheldInsuranceDRN-5266595 The complaint Mr G, a sole trader, complains about the actions of Brunel Insurance Brokers Limited (‘BIBL’) when arranging a commercial property insurance policy for him. What happened The background to this complaint is very well known to Mr G and BIBL. Rather than repeat w... (6 pages)View decision -
Decision Reference DRN-5296267
26 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5296267 The complaint Mrs M is unhappy that AXA PPP Healthcare Limited (AXA) has declined to fully cover payments for treatment as the out-patient limit was exceeded. What happened Mrs M has a private medical insurance policy through her employer which started on 6 June 2023. AXA is... (3 pages)View decision -
Decision Reference DRN-5312768
26 Feb 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5312768 The complaint Mrs P and Mr P say that Tesco Personal Finance Limited didn’t issue Mrs P’s motor insurance policy documents, leading to Mr P not being insured when he had an accident. What happened Mrs P bought a policy on 28 January 2023 (policy one) with Mr P as a named dr... (3 pages)View decision -
Decision Reference DRN-5247925
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5247925 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) did not provide the requested statement of account to prove the correct balance on his outstanding debt. What happened Mr F says he had an outstanding RBS debt that was passed to a debt collection agency... (2 pages)View decision -
Decision Reference DRN-5224032
26 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5224032 The complaint Mrs H has complained that AXA PPP Healthcare Limited (‘AXA’) unfairly declined her claim. What happened Mrs H had private medical insurance cover, underwritten by AXA. She made a claim for a consultation with a specialist but AXA declined the claim as it said t... (2 pages)View decision -
Decision Reference DRN-4580501
26 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4580501 Complaint Mr H is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In early 2022, Mr H met a woman online, whom I will refer to as Ms M, through a widely used dating website. After initial exchanges on the site, they... (3 pages)View decision -
Decision Reference DRN-5003623
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5003623 The complaint Miss C complains that Revolut Ltd didn’t do enough to protect her when she made payments toward a scam, and that it hasn’t refunded her since she discovered that scam. What happened The background to this complaint is well-known to all parties and so I’ll only ... (10 pages)View decision
