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 392389 results
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Decision Reference DRN-5916654
11 Nov 2025 QIC Europe Ltd Not upheldInsuranceDRN-5916654 The complaint Mr T is unhappy that QIC Europe Ltd declined his claim and avoided his buildings and contents insurance policy. What happened Mr T took out his buildings and contents policy over the phone after obtaining a quote through a price comparison website. When purch... (4 pages)View decision -
Decision Reference DRN-5943565
11 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5943565 The complaint Ms L is complaining about the length of time it took Liverpool Victoria Insurance Company Limited (“LV”) to settle a claim she made on her buildings insurance policy. What happened In February 2024 Ms L’s property experienced an escape of water from the waste p... (3 pages)View decision -
Decision Reference DRN-5943460
11 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5943460 The complaint Mr G complains that Advantage Insurance Company Limited (Advantage) declined a claim made under his motorcycle insurance policy. What happened Mr G has a motorcycle insurance policy underwritten by Advantage. In August 2024, after filling the insured bike with... (5 pages)View decision -
Decision Reference DRN-5925558
11 Nov 2025 Vitality Health Limited Not upheldInsuranceDRN-5925558 The complaint Miss H complains that Vitality Health Limited hasn’t paid a cash benefit under a private health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (2 pages)View decision -
Decision Reference DRN-5786325
11 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5786325 The complaint Mr S complains that Aviva Life & Pensions UK Limited failed to set up an annuity in a timely manner. What happened Mr S held pension savings with Aviva in a pension plan that he opened many years ago. His pension plan benefited from a guaranteed annuity rat... (3 pages)View decision -
Decision Reference DRN-5934011
11 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5934011 The complaint Mr B complains that U K Insurance Limited trading as Darwin (“Darwin”) cancelled his policy mid- term following a missed payment. What happened Mr B had a motor insurance policy with Darwin covering his car. The policy began on 22 January 2025 and Mr B arranged... (4 pages)View decision -
Decision Reference DRN-5942099
11 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5942099 The complaint Mr A complains that Bank of Scotland plc trading as Halifax failed to advise him about putting a gambling block on his account and as a result, he has made gambling losses. What happened Mr A has advised us that he is a gambling addict. In 2019 and again in 202... (4 pages)View decision -
Decision Reference DRN-5736486
11 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5736486 The complaint Mr C is unhappy with the length of time it took American Express Service Europe Limited (“AmEx”) to return a payment that he made to his account in error. What happened Mr C mistakenly made a payment of £59.20 to his AmEx account which left the account in credi... (2 pages)View decision -
Decision Reference DRN-5880048
11 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5880048 The complaint Mr G complains that Scottish Equitable plc trading as Aegon delayed his request to transfer his pension to another provider and he’s suffered financial loss as a result. What happened Mr G had a dual personal pension policy with Aegon. The dual policy had two ... (16 pages)View decision -
Decision Reference DRN-5939681
11 Nov 2025 ReAssure Life Limited Not upheldInsuranceDRN-5939681 The complaint Mr and Mrs P complain, through their representative, about a reviewable whole of life (RWOL) policy they hold with ReAssure Life Limited. They’re unhappy with the outcome of a policy review in 2020 which meant they were asked to significantly increase their mon... (7 pages)View decision