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 369227 results
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Decision Reference DRN-5232457
9 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5232457 The complaint Miss B and Mr W complain that Liverpool Victoria Insurance Company Limited have declared their car a Category B write off when it is repairable. What happened Miss B and Mr W made a claim following an act of vandalism on their car. LV’s engineers reviewed ima... (3 pages)View decision -
Decision Reference DRN-5220667
9 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5220667 The complaint Mr N has complained that AXA PPP Healthcare Limited applied a limit to his cancer treatment under his private medical insurance policy. What happened Mr N’s policy covers “investigations into cancer and treatment to kill cancer cells”. AXA authorised Mr N’s tre... (2 pages)View decision -
Decision Reference DRN-4982698
9 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4982698 The complaint Mr I complains that Barclays Bank UK PLC (trading as Barclaycard) unfairly blocked and closed his credit card account without providing a proper explanation. To put things right Mr I wants Barclays to pay him compensation for the trouble and upset he was cause... (4 pages)View decision -
Decision Reference DRN-5236199
9 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5236199 The complaint Miss J is unhappy that National Westminster Bank Plc (“NatWest”) cancelled her debit card in error just before she travelled overseas on holiday. What happened Miss J has two current accounts with NatWest and had ordered a new debit card on one of the accounts.... (3 pages)View decision -
Decision Reference DRN-5189046
9 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5189046 The complaint Mr A complains that Ageas Insurance Limited (Ageas) has unfairly refused to consider a claim he’s made. What happened Mr A held insurance for his home with Ageas from March 2018 to March 2019. He contacted Ageas in November 2023 to follow up on a claim he said ... (2 pages)View decision -
Decision Reference DRN-5189058
9 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5189058 The complaint Mr and Ms B have complained about the way their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), dealt with a claim they made on their policy . In my decision, for ease, I will mainly be referring to Mr B as he is the party we have been liaisi... (5 pages)View decision -
Decision Reference DRN-5211281
9 Jan 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5211281 The complaint Miss H complains that Mulsanne Insurance Company Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2016. Miss H acquired the car in about 2020... (5 pages)View decision -
Decision Reference DRN-5228505
9 Jan 2025 Lendable Ltd UpheldConsumer CreditDRN-5228505 The complaint Ms B says Lendable Ltd, trading as Autolend, irresponsibly lent to her. What happened Ms B took out two loans from Lendable as set out below. loan taken out value monthly repayment total repayable 1 13/07/2020 £4,000 £163.96 £5,843.77 2 03/04/2022 £1,000 £102.6... (5 pages)View decision -
Decision Reference DRN-5121144
9 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5121144 The complaint Miss K complains about the way Aviva Insurance Limited handled a claim she made on her travel insurance policy when she was unable to go on a trip due to illness. What happened Miss K has travel insurance with Aviva provided through her packaged bank account. S... (4 pages)View decision -
Decision Reference DRN-5129415
9 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5129415 The complaint Mr H complains about how Aviva Insurance Limited (“Aviva”) handled a claim made on his commercial vehicle insurance policy. What happened Mr H is a driving instructor. In October 2023 one of Mr H’s clients was driving the car and was involved in an accident. M... (3 pages)View decision
