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 401363 results
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Decision Reference DRN-5751112
20 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5751112 The complaint Mrs T complains about the way Ageas Insurance Limited (“Ageas”) handled a claim she made on her landlords property insurance policy. What happened The following is intended as a summary of key events only. Mrs T held a landlords property insurance policy unde... (2 pages)View decision -
Decision Reference DRN-5768920
20 Oct 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5768920 The complaint Miss O has complained about AXA Insurance Designated Activity Company (AXA)’s decision to repair her car when she made a claim under her car insurance policy. Miss O believes AXA should have settled her claim as a total loss. Miss O also complained about the se... (3 pages)View decision -
Decision Reference DRN-5746120
20 Oct 2025 Wakam Not upheldInsuranceDRN-5746120 The complaint Miss L’s complaint is about a claim she made on her Wakam pet insurance policy. Wakam only paid part of her claim for emergency boarding, which she says is unfair. Miss L wants Wakam to pay the balance of her claim. What happened The background to this complain... (3 pages)View decision -
Decision Reference DRN-5724069
20 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5724069 The complaint Mr G has complained that U K Insurance Limited trading as Darwin (Darwin) unfairly rejected a claim he made under his car insurance policy and cited the fraud term as the reason. What happened Mr G bought a car insurance policy with the insurer Darwin in Decemb... (2 pages)View decision -
Decision Reference DRN-5786453
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5786453 The complaint Mr and Mrs A complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly declined their application for further borrowing on their mortgage. What happened Mr and Mrs A banked with NatWest and hold a mortgage with it. On 15 June 2022 NatWest gave Mr ... (3 pages)View decision -
Decision Reference DRN-5795371
20 Oct 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5795371 The complaint Mr R complains about AXA PPP Healthcare Limited’s decision to withdraw therapy treatment under his private medical insurance cover. What happened Mr R is covered under a group private medical insurance policy with AXA. In December 2023, he injured his right kn... (3 pages)View decision -
Decision Reference DRN-5752162
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5752162 The complaint A company that I will refer to as J, complains that Barclays Bank UK PLC unfairly closed its account. And by doing so, has failed to reasonably consider its circumstances. Mr J, a director of, brings the complaint on behalf of J. Mr J is also unhappy about th... (3 pages)View decision -
Decision Reference DRN-5683708
20 Oct 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5683708 The complaint Mr A complains about how Helvetia Global Solutions Ltd dealt with and settled a claim she made for damage to furniture. What happened In 2020, Mr A purchased several items of furniture, which included a 3 seater leather sofa, from a company that I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5739701
20 Oct 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5739701 The complaint Mr F has complained about his commercial motor insurer Haven Insurance Company Limited regarding earnings he lost whilst his taxi was repaired. What happened Mr F made a claim to Haven for a damaged windscreen. Whilst Haven’s agent was working on the windscree... (2 pages)View decision -
Decision Reference DRN-5778109
20 Oct 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5778109 The complaint Mr M, who is represented by his father, complains National Savings and Investments won’t let his father continue to manage his premium bonds or close his account without medical evidence. What happened Mr M has £50,000’s worth of premium bonds with NS&I. Mr... (2 pages)View decision