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-5804198
22 Sep 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5804198 The complaint Mr P complains that Cabot Credit Management Group Limited (Cabot) incorrectly reported a default on his credit file. What happened Mr B had a credit card account with a company I’ll call W. Mr B fell behind with his payments and the account went into arrears. W... (2 pages)View decision -
Decision Reference DRN-5475767
22 Sep 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5475767 The complaint Mr H complains that ReAssure Limited (“ReAssure”) has failed to send him annual statements for his pension plans. He’s unhappy with the difficulties he’s had in communicating with ReAssure about this issue and the lack of access to ReAssure’s online portal. Wh... (4 pages)View decision -
Decision Reference DRN-5692805
22 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5692805 The complaint Miss T is unhappy that Legal & General Assurance Society Limited (‘L&G’) declined a claim made on her income protection policy (‘the policy’). She’s also unhappy about the way in which the claim was handled. What happened Miss T claimed on her income pr... (3 pages)View decision -
Decision Reference DRN-5742209
22 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5742209 The complaint Mr B has complained about information Tesco Underwriting Limited has recorded following the cancellation of his car insurance policy. What happened In March 2025 Mr B bought a car insurance policy online with the insurer, Tesco. The policy was to start on 11 Ma... (3 pages)View decision -
Decision Reference DRN-5816420
22 Sep 2025 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5816420 The complaint Mrs D and Mr D have complained that Scottish Friendly Assurance Society Limited declined Mr D’s critical illness claim. What happened Mr and Mrs D took out a life and critical illness policy in 2017. Sadly in 2024 Mr D had a stroke and made a claim under the c... (3 pages)View decision -
Decision Reference DRN-5810388
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5810388 The complaint Mr P complains that Clydesdale Bank Plc trading as Virgin Money failed to adequately support him when he was due to be made redundant. What happened Mr P holds a Virgin Money credit card. After telling Virgin Money in early April 2025 that he would shortly be e... (3 pages)View decision -
Decision Reference DRN-5803434
22 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5803434 The complaint Mr P has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to reject a claim he made for storm damage under his home insurance policy. What happened In January 2025 Mr P made a claim to his insurer LV for storm damage. He returned ho... (3 pages)View decision -
Decision Reference DRN-5700025
22 Sep 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5700025 The complaint Mr I complains that Transunion International UK Limited (TU) are allowing incorrect information to be displayed on his credit file. What happened Mr I’s complaint centres around an account he has with a utility suppler - I’ll refer to them as S. He has been in ... (2 pages)View decision -
Decision Reference DRN-5663256
22 Sep 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5663256 The complaint Mrs A is unhappy with the benefit MetLife Europe d.a.c paid to settle her claim. What happened Mrs A has an accident protection policy with MetLife. In August 2024, she suffered a small avulsion fracture from the anterior process of calcaneum and so she claimed... (2 pages)View decision -
Decision Reference DRN-5693805
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5693805 The complaint Mrs O complains that Admiral Insurance (Gibraltar) Limited offered an unfair settlement under a motor insurance policy. What happened Mrs O had an Admiral motor insurance policy. In February 2025, her car was damaged in an accident and she made a claim on the p... (2 pages)View decision