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-5446841
12 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5446841 The complaint Mr A complains Aviva Insurance Limited unfairly declined his claim for treatment. What happened Mr A took out a private medical insurance policy in February 2024. And the cover was underwritten by Aviva. The policy was taken out on a moratorium basis, which mea... (4 pages)View decision -
Decision Reference DRN-5282699
12 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5282699 The complaint Miss J complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost as the result of a scam. What happened In January 2024, Miss J received a message saying that a parcel delivery had failed and a fee had to be paid to arrange redelivery. M... (3 pages)View decision -
Decision Reference DRN-5584868
12 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5584868 The complaint Mrs S complains that U K Insurance Limited trading as Green Flag (UKI) caused damage to her vehicle, during recovery, under a roadside assistance policy. UKI has been represented on the claim by its agents. All references to UKI include its agents. What happene... (3 pages)View decision -
Decision Reference DRN-5574803
12 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5574803 The complaint Ms B is unhappy that Legal and General Assurance Society Limited (L&G) stopped the benefit payments under her income protection policy. Ms B is being represented on this complaint. What happened Ms B has a group income protection policy with her employer. T... (4 pages)View decision -
Decision Reference DRN-5667499
12 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5667499 The complaint Ms G complains that Wirex Limited won’t refund payments she made as part of a scam. Ms G brings her complaint through representatives, but for simplicity I’ve referred to the actions of Ms G throughout. What happened In 2023 Ms G came across an advert for a cry... (5 pages)View decision -
Decision Reference DRN-5486510
12 Aug 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5486510 The complaint Mrs T complains that MetLife Europe d.a.c has turned down an incapacity claim she made on her employer’s group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of ... (5 pages)View decision -
Decision Reference DRN-5254682
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5254682 The complaint Mr M is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr M brought his complaint through a representative. For ease of reading I will refer solely to Mr M in this decision. What happened As both parties are aware of the detai... (3 pages)View decision -
Decision Reference DRN-5376957
12 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5376957 The complaint Mr N complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly when it failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties. What happened On 18 November 2018, Mr N opened a HSBC adva... (4 pages)View decision -
Decision Reference DRN-5655941
12 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5655941 The complaint Mr C and Mr G complain about Admiral Insurance (Gibraltar) Limited (“AIL”) and the lack of professionalism shown within internal conversations, which they feel biased the outcome of the claim they raised on their home insurance policy. Mr C has acted as the mai... (4 pages)View decision -
Decision Reference DRN-5749036
12 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5749036 The complaint Mr G complains he was unable to access his online account with Scottish Equitable Plc trading as Aegon (Aegon) and couldn’t manage his Group Personal Pension Plan (GPP) for many months, causing inconvenience and potentially investment losses. He wants an explan... (4 pages)View decision
