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-5547019
16 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5547019 The complaint Miss L complains that Vitality Health Limited turned down a claim she made on a group private medical insurance policy. What happened Miss L has been insured by her employer’s group private medical insurance policy since November 2021. The contract is underwrit... (5 pages)View decision -
Decision Reference DRN-5627409
16 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5627409 The complaint Mr M, representing company J, has complained about J’s motor trade insurer, Covea Insurance plc. Mr M feels Covea has unfairly declined J’s claim for equipment which was damaged beyond repair. A loss assessor has been assisting J/Mr M. For ease of reading thou... (4 pages)View decision -
Decision Reference DRN-5364987
16 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5364987 The complaint Mr V complains Metro Bank PLC acted unfairly by not refunding a payment he made using his debit card. What happened In September 2024 Mr V booked flights using a company I’ll refer to as O. During this process he also signed up for, what he believed to be a fr... (3 pages)View decision -
Decision Reference DRN-5627309
16 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5627309 The complaint Ms S complains that Bank of Scotland plc trading as Intelligent Finance (IF), haven’t treated her fairly. She says it was agreed in 2006 that she could let her property out and was charged a fee for this. But she’s since found out that they have charged her 0.5... (4 pages)View decision -
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
