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 381082 results
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Decision Reference DRN-5794351
31 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5794351 The complaint Mr O complains that Barclays Bank UK PLC won’t refund him money he says he lost in an investment scam. Mr O is being represented by a professional representative, bit I’ll just refer to Mr O throughout for ease of reading. What happened Mr O says he saw an adve... (4 pages)View decision -
Decision Reference DRN-5801269
31 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5801269 The complaint Mr P and Mrs P have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under their home insurance policy. As Mr P mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What hap... (3 pages)View decision -
Decision Reference DRN-5910432
31 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5910432 The complaint Mr P has complained that Aviva Insurance Limited misrepresented his motoring claims on the Claims and Underwriting Exchange (CUE). He had complained about this previously, but he said it still wasn’t resolved. This meant when he went to apply for a motor policy... (5 pages)View decision -
Decision Reference DRN-5899701
31 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5899701 The complaint Mr H complains Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr H held a motor insurance policy provide... (2 pages)View decision -
Decision Reference DRN-5817196
31 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5817196 The complaint Mr H complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of an investment scam. Mr H is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5850169
31 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5850169 The complaint Mr S complains about how British Gas Insurance Limited (‘British Gas’) responded to a claim he made on his home emergency policy. Some of Mr S’ dissatisfaction relates to the actions of agents that were acting on behalf of British Gas. As British Gas have accep... (4 pages)View decision -
Decision Reference DRN-5919682
31 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5919682 The complaint Miss M has complained that Inter Partner Assistance SA (IPA) has requested a disproportionate and excessive amount of medical evidence to assess a claim she made on a travel insurance policy. What happened Miss M was due to undertake a trip abroad in January 2... (2 pages)View decision -
Decision Reference DRN-5914136
31 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5914136 The complaint Mr S complained that Admiral Insurance (Gibraltar) Limited charged him for a motor insurance policy he hadn’t agreed to. What happened Mr S had a policy with Admiral and claimed under it when his car insured under it was damaged. Admiral declared that car a tot... (3 pages)View decision -
Decision Reference DRN-4728014
31 Oct 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4728014 The complaint Mrs J complains about the premium increases Aviva Life & Pensions UK Limited have advised her about after it reviewed her whole of life policy. She was unaware the policy was reviewable and unhappy with the premiums increasing suddenly. What happened In 19... (5 pages)View decision -
Decision Reference DRN-5687339
31 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5687339 The complaint Mr M is unhappy that Vitality Health Limited didn’t follow through on its agreement to reinstate his private medical insurance policy. What happened Mr M had private medical insurance with Vitality and began experiencing payment issues from June 2024. In Septem... (4 pages)View decision
