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 375119 results
-
Decision Reference DRN-5441014
22 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5441014 The complaint Mr K complains U K Insurance Limited turned down a claim he made on his rent guarantee insurance policy. What happened Mr K has landlord insurance with UKI which includes rent guarantee cover. At the start of January 2024 he claimed on his policy for assistance... (3 pages)View decision -
Decision Reference DRN-5643354
22 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5643354 The complaint Mr S, Mr S and Mrs S complain because AWP P&C S.A. (‘AWP’) hasn’t paid a cancellation claim under their travel insurance policy. All references to AWP include the agents appointed to handle claims on its behalf. This complaint has been brought to us by Mrs ... (3 pages)View decision -
Decision Reference DRN-5748850
22 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5748850 The complaint Mrs B complains that AmTrust Specialty Limited unfairly declined a claim under her legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The deta... (3 pages)View decision -
Decision Reference DRN-5677422
22 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5677422 The complaint Mr and Mrs P are unhappy with what U K Insurance Limited did after they made a claim on their legal expenses insurance policy. What happened In February 2024 Mr and Mrs P sought assistance from their legal expenses policy with a negligence claim against an NHS ... (4 pages)View decision -
Decision Reference DRN-5538390
22 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5538390 The complaint Mr T is unhappy with the offers that Domestic & General Insurance Plc (“D&G”) made in response to his claim for a television repair. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the ke... (3 pages)View decision -
Decision Reference DRN-5746001
22 Aug 2025 ManyPets Ltd UpheldInsuranceDRN-5746001 The complaint Ms S is unhappy with what ManyPets Ltd did when it sold her a lifetime pet insurance policy and in its subsequent administration of that policy. What happened Ms S took out lifetime pet insurance through Many Pets in 2018 for her cat T. Last year she raised con... (3 pages)View decision -
Decision Reference DRN-5746514
22 Aug 2025 Wakam UpheldInsuranceDRN-5746514 The complaint Ms S is unhappy with what Wakam did after she made a claim on her pet insurance policy. What happened In July 2024 Ms S made a claim for treatment her cat (T) had received. Wakam requested more details from her vet. Ms S was unhappy Wakam was requesting evidenc... (4 pages)View decision -
Decision Reference DRN-5472328
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5472328 The complaint Mr R is unhappy that HSBC UK Bank Plc won’t refund payments he made because of an investment scam. What happened I won’t repeat everything that has happened to date in Mr R’s complaint because the details are well known to the parties. I will though, give a su... (3 pages)View decision -
Decision Reference DRN-5642317
22 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5642317 The complaint Mr C complains that The Prudential Assurance Company Limited (Prudential) have caused delays in him taking his pension benefits and won’t allow him to transfer his plan without taking financial advice. He wants to be able to transfer his plan. What happened Mr... (5 pages)View decision -
Decision Reference DRN-5706844
22 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5706844 The complaint Mr W complains that following an IT update that Scottish Equitable Plc, trading as Aegon implemented, he has been unable to access his pension online for a number of months. Mr W also says that he has experienced issues contacting them by telephone which has ca... (5 pages)View decision
