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-5150868
23 Jun 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5150868 The complaint Mr M complains about the administration of his shareholdings by Computershare Investor Services Plc (Computershare). He complains that Computershare is unable to tell him where his shares were transferred in 2015, and he complains that his shares were transferr... (4 pages)View decision -
Decision Reference DRN-5561960
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5561960 The complaint Mr L complains about how U K Insurance Limited (UKI) settled a claim on his motor insurance policy. What happened Mr L held a motor insurance policy with UKI. After a claim for his vehicle in 2021, UKI decided to write his vehicle off and pay him an amount it s... (2 pages)View decision -
Decision Reference DRN-5625149
23 Jun 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5625149 The complaint Miss B is unhappy with what Bastion Insurance Company Limited did after she made a claim on her mobile phone insurance policy. What happened Miss B took out mobile phone insurance with Bastion in April 2023. Following the theft of her phone in February 2024 she... (3 pages)View decision -
Decision Reference DRN-5538884
23 Jun 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5538884 The complaint Mr B complains about the way Accredited Insurance (Europe) Ltd (Accredited) handled a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In August 20... (5 pages)View decision -
Decision Reference DRN-5641217
23 Jun 2025 Cambridge & Counties Bank Limited Not upheldBanking and PaymentsDRN-5641217 The complaint Mrs R and Mr S complain that Cambridge & Counties Bank Limited (CCBL) unfairly required them to repay a commercial loan. What happened In 2016, Mrs R and Mr S took out a commercial loan facility with CCBL for £600,000. The loan had a fee of £12,000 that was... (3 pages)View decision -
Decision Reference DRN-5621840
23 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5621840 Complaint Mrs A has complained about the quality of a car that Secure Trust Bank PLC (trading as “Moneyway”) supplied to her through a hire-purchase agreement. Background In May 2022, Moneyway provided Mrs A with finance for a used car. The car was approximately seven years... (5 pages)View decision -
Decision Reference DRN-5561976
23 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5561976 The complaint Miss B and Miss B2 complain about how AXA PPP Healthcare Limited handled claims under a private health insurance policy. What happened Miss B2 is covered by a group private health insurance policy through her employer, and she added Miss B on the policy from 1... (3 pages)View decision -
Decision Reference DRN-5546114
23 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5546114 The complaint Mr S complains AXA Insurance UK Plc (“AXA”) unfairly declined his claim on his property insurance policy for storm damage. All references to AXA include its agents. What happened Mr S renewed his property insurance policy around February 2024. In December 2024,... (2 pages)View decision -
Decision Reference DRN-5554288
23 Jun 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5554288 The complaint Mrs M complains that Stonebridge International Insurance Ltd declined a claim on her pet insurance policy. Where I refer to Stonebridge International Insurance Ltd, that includes its agents and claims handlers acting on its behalf. What happened Mrs M took out ... (3 pages)View decision -
Decision Reference DRN-5582407
23 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5582407 The complaint Mr G is unhappy with Aviva Life & Pensions UK Limited’s decision to decline his income protection claim. What happened Mr G has income protection cover through his employer’s group policy. In April 2024, Mr G began suffering with symptoms of depression, anx... (3 pages)View decision
