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 369228 results
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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 -
Decision Reference DRN-5537959
16 Jun 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5537959 The complaint Mr E is unhappy that AXA XL Insurance Company UK Limited (AXA XL) declined his jewellery insurance claim. What happened Mr E took out a jewellery insurance policy for high worth items on 22 March 2024. AXA XL is the underwriter of the policy. In November 2024, ... (2 pages)View decision
