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 374385 results
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Decision Reference DRN-5330061
24 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5330061 The complaint Mr L complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened What Mr L says Mr L said that his phone was stolen whilst on an evening out with friends on 11 September 2023. He said he reported the theft to t... (5 pages)View decision -
Decision Reference DRN-5274028
24 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5274028 The complaint Mrs B is unhappy that AXA PPP Healthcare Limited trading as AXA Health declined a claim she made on her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-4993871
24 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-4993871 The complaint Mr N complains about esure Insurance Limited (“esure”) for substantially increasing his insurance premiums and auto renewing his policy. He wants esure to refund him the cost of his premiums. What happened Mr N insured his home with esure. In the 2022/23 year h... (3 pages)View decision -
Decision Reference DRN-5246946
24 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5246946 The complaint Mr G complains about Covea insurance plc’s (Covea) decision to avoid his policy following a claim he made through his car insurance policy. What happened Mr G arranged a car insurance policy through a broker. In November 2023 the policy renewed with Covea as t... (3 pages)View decision -
Decision Reference DRN-5239474
24 Feb 2025 British Friendly Society Limited Not upheldInsuranceDRN-5239474 The complaint Mr B is unhappy that British Friendly Society Limited declined a claim he made on his income protection insurance policy. What happened Mr B has an income protection policy which has an exclusion for issues related to his left hip. He made a claim on the policy... (3 pages)View decision -
Decision Reference DRN-5334295
24 Feb 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5334295 The complaint Mr L is unhappy that Aviva Life & Pensions UK Limited declined a claim he made on his employer’s group income protection scheme. What happened Mr L was a beneficiary of his employer’s group income protection scheme. He claimed on the policy when he was abse... (2 pages)View decision -
Decision Reference DRN-5282564
24 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5282564 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited recorded incorrect information about claims made on his car insurance policy. What happened Mr C had a car insurance policy with Admiral. In October 2019, a third-party hit Mr C’s parked car and a claim ... (2 pages)View decision -
Decision Reference DRN-5290030
24 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5290030 The complaint Mr M complains Vanquis Bank Limited (Vanquis) acted irresponsibly when it provided a credit card facility to him. What happened Mr M says he applied for a credit card with Vanquis in March 2021 and was already under financial pressure at that time and a credit ... (3 pages)View decision -
Decision Reference DRN-5341226
24 Feb 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5341226 The complaint Mr and Mrs F complain HDI Global Specialty SE (“HDI”) didn’t handle a subsidence claim against their home insurance policy fairly. Reference to HDI include the actions of its agents. What happened I issued a provisional decision. I said: “I’ve considered all... (3 pages)View decision -
Decision Reference DRN-5348905
24 Feb 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5348905 The complaint Mr O complains that Advisory Insurance Brokers Limited trading as Towergate Riskline recorded inaccurate information for his business protection insurance policy, which led to a higher premium being quoted to renew the policy. What happened Mr O has arranged in... (3 pages)View decision
