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 370904 results
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Decision Reference DRN-5462815
2 Jul 2025 ReAssure Life Limited Not upheldInsuranceDRN-5462815 The complaint Mr M and Mrs M have complained that ReAssure Life Limited unfairly declined their critical illness claim after Mrs M was diagnosed with a colloid cyst. What happened Mr and Mrs M have had a joint critical illness policy for many years. In 2024, Mrs M was diagn... (2 pages)View decision -
Decision Reference DRN-5511604
2 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5511604 The complaint Mr K has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under his home emergency policy. References to RSA include companies acting on its behalf. What happened Mr K contacted RSA to send an engineer to repair a leak.... (2 pages)View decision -
Decision Reference DRN-5082071
2 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5082071 The complaint Mr G complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a job scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr G throughout this decision What happened In summary, Mr G says he found an advert for... (2 pages)View decision -
Decision Reference DRN-5467278
2 Jul 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5467278 The complaint Mr K has complained that Millennium Insurance Company Limited (MIC) unfairly declined a claim under his bicycle insurance policy. What happened Mr K made a claim for a stolen bike. MIC asked for a range of information, including proof of purchase for the bike,... (2 pages)View decision -
Decision Reference DRN-5571013
2 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5571013The complaint Mr A complains that AXA PPP Healthcare Limited declined a claim for a scan under his private health insurance policy. What happened Mr A is covered by a private health insurance policy through his employer. The insurer is AXA. Mr A made a claim for an appointment w... (3 pages)View decision -
Decision Reference DRN-5659991
2 Jul 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5659991 The complaint Mrs M complains about the amount Tradex Insurance Company PLC (Tradex) have paid to settle a claim she made under her motor insurance policy. What happened The details of this complaint will be well known to both parties and so I’ve summarised events. In Septem... (3 pages)View decision -
Decision Reference DRN-5661321
2 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661321 The complaint Mr C says HSBC UK Bank PLC (“HSBC”) refused to refund him for an unsuccessful ATM withdrawal. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr C complained about an unsuccessful ATM wi... (3 pages)View decision -
Decision Reference DRN-4795445
2 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4795445 The complaint Mr C is unhappy that Barclays Bank UK PLC won’t refund the money he lost as part of an APP scam. What happened On 12 July 2022, following advice from an independent financial adviser (IFA), Mr C decided to invest some funds into a six-month fixed rate bond. Th... (9 pages)View decision -
Decision Reference DRN-5663029
2 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5663029 The complaint Mr and Mrs S complain that Santander UK Plc did not treat them fairly when it took possession of their home and after it had taken possession. What happened Mr and Mrs S had a mortgage with Santander. In June 2013, Santander obtained a possession order. But the... (4 pages)View decision -
Decision Reference DRN-5663184
2 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5663184 The complaint Mr M complained about the settlement payment Admiral Insurance (Gibraltar) Limited (“Admiral”) offered him after his car was categorised as a total loss, under his motor insurance policy. What happened Mr M was involved in an accident. He contacted Admiral to ... (3 pages)View decision
