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 381082 results
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Decision Reference DRN-5416650
16 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5416650 The complaint Mrs D, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not r... (3 pages)View decision -
Decision Reference DRN-5479701
16 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5479701 The complaint Mr D complains that Aviva Insurance Limited (“Aviva”) wouldn’t refund his premiums he’d continued to pay for a home emergency policy for a few years after he said he cancelled it. Mr D is represented in his complaint by a family member, but for ease of reading ... (2 pages)View decision -
Decision Reference DRN-5540380
16 Jun 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5540380 The complaint Mr K complains about how Arch Insurance (UK) Limited dealt with a claim against his travel insurance policy. What happened In summary, Mr K has an annual travel insurance policy underwritten by Arch. He booked a trip with departure and return dates of 21 July ... (4 pages)View decision -
Decision Reference DRN-5626963
16 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5626963 The complaint Mr A complains about how esure Insurance Limited (‘esure’) handled a storm claim he made under his home insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well known to both parties... (12 pages)View decision -
Decision Reference DRN-5595917
16 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5595917 The complaint Mr C has complained that U K Insurance Limited (UKI) unfairly declined a claim under his home insurance policy for damage caused by a water leak. He is also unhappy about the way his claim was handled. What happened Mr C said at the end of November 2023 he not... (4 pages)View decision -
Decision Reference DRN-5627023
16 Jun 2025 Wakam UpheldInsuranceDRN-5627023 The complaint Mr T complains Wakam has unfairly declined a claim on a pet insurance policy for treatment his dog, “M”, received. Mr T is represented by Miss M and M is registered under her name at the veterinary practice. While I may refer to her in the decision below, Mr T ... (4 pages)View decision -
Decision Reference DRN-5626048
16 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5626048 The complaint Mr A complains that Fortegra Europe Insurance Company Ltd declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened Mr A holds a GAP policy with Fortegra. After his vehicle was involved in an accident and written off by h... (3 pages)View decision -
Decision Reference DRN-5600038
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5600038 The complaint Mr and Mrs C have complained about the way Inter Partner Assistance SA (‘IPA’) dealt with and declined their claim. What happened Mr and Mrs C bought a travel insurance policy, underwritten by IPA. They were on holiday when Mrs C became unwell and needed medica... (2 pages)View decision -
Decision Reference DRN-5069012
16 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5069012 The complaint Mr E complains about Aviva Insurance Limited’s handling of a motor insurance claim. What happened Mr E had a motor insurance policy with Aviva. In June 2023, his vehicle was damaged by a third-party and in August 2023, he made a claim with Aviva. Aviva’s agents... (3 pages)View decision -
Decision Reference DRN-5615497
16 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5615497 The complaint Miss R complains that NewDay Limited trading as Aqua (NewDay) lent to her irresponsibly. She says NewDay didn’t do enough to check she could afford to repay the lending sustainably. Miss R says that the initial limit and all subsequent limit increases were unaf... (4 pages)View decision
