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 381196 results
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Decision Reference DRN-5676711
11 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5676711 The complaint Miss B complains that Legal and General Assurance Society Limited (L&G) has turned down a critical illness claim she made on a life and critical illness insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve... (4 pages)View decision -
Decision Reference DRN-5622543
11 Jul 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5622543 The complaint Ms B complains that Aviva were responsible for a series of failings that delayed the transfer of service to her new financial adviser, delayed the transfer of her portfolio, and provided inaccurate fund values. Ms B explains that this caused her distress and in... (4 pages)View decision -
Decision Reference DRN-5483177
11 Jul 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5483177 The complaint Mrs B complains that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim under her pet insurance policy. Mrs B is represented. For ease my reference to Mrs B includes comments from her representative. What happened The de... (4 pages)View decision -
Decision Reference DRN-5245432
11 Jul 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5245432 The complaint Mrs B complains Zurich Insurance PLC (Zurich) have declined to reimburse her for a report she paid for after she made a claim under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summa... (3 pages)View decision -
Decision Reference DRN-5226091
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5226091 Complaint Mr E is unhappy that Barclays Bank UK PLC haven’t reimbursed him after reported falling victim to a rogue trader scam. Background In early 2023, Mr E was looking to undertake major renovations to his home. He was referred to three builders and selected a company I’... (3 pages)View decision -
Decision Reference DRN-5345991
11 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5345991 The complaint X and X have complained about advice they received from St James’s Place Wealth Management Plc (‘SJPWM’) to take out two Gift Plans. They say they were given misleading information about the growth which had been poor, they weren’t told it was for a fixed term ... (8 pages)View decision -
Decision Reference DRN-5658025
11 Jul 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5658025 The complaint Mr U complains about a car supplied to him using a conditional sale agreement taken out with Hyundai Capital UK Limited trading as Kia Finance (“Kia Finance”). What happened In June 2022, Mr U acquired a used car using a conditional sale agreement with Kia Fin... (5 pages)View decision -
Decision Reference DRN-5606731
11 Jul 2025 Unum Ltd Not upheldInsuranceDRN-5606731 The complaint Miss N has complained that Unum Ltd declined a claim made under her group critical illness policy. What happened The background to the complaint is well known to the parties so I won’t repeat it in detail here. In summary Miss N made a claim under her group cri... (2 pages)View decision -
Decision Reference DRN-5686444
11 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5686444 The complaint Mr J has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services. What happened Both parties are familiar with the event surrounding this complaint but I’ve briefly summarised them ... (8 pages)View decision -
Decision Reference DRN-5497938
11 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5497938 The complaint Mr H has complained that AXA PPP Healthcare Limited (trading as AXA Healthcare) withdrew cover for an ongoing claim made on a private medical insurance policy. What happened The policy started in April 2021. In October 2021 Mr H obtained a GP referral to see a... (3 pages)View decision
