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 392389 results
-
Decision Reference DRN-6075116
27 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6075116 The complaint Mr and Mrs G complain because Liverpool Victoria Insurance Company Limited (‘LV’) hasn’t paid a claim under their travel insurance policy. Mr and Mrs G are also unhappy with LV’s delays in telling them the claim wasn’t covered. All references to LV include the ... (5 pages)View decision -
Decision Reference DRN-5851992
27 Jan 2026 Saga Services Limited Not upheldInsuranceDRN-5851992 The complaint Mr M complains Saga Services Limited (Saga) mis-sold him a home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr M held a home insurance policy providing cover for his build... (3 pages)View decision -
Decision Reference DRN-5898305
27 Jan 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-5898305 The complaint Ms E complains about the price quoted by Pinnacle Insurance Limited (“Pinnacle”) to renew her pet insurance policy. What happened Ms E received a quote to renew her policy which she says was significantly higher than what she’d paid the previous year. Ms E com... (3 pages)View decision -
Decision Reference DRN-5872038
27 Jan 2026 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5872038 The complaint Mr W complains about Shawbrook Bank Limited after he opened a fixed term savings account. What happened The events after Mr W attempted to open the account are well known to both parties so my aim will be to summarise for background. In March 2025, Mr W opene... (3 pages)View decision -
Decision Reference DRN-6058150
27 Jan 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-6058150 The complaint Mrs J complains that Scottish Widows Limited failed to make a pension commencement lump sum payment to her in a timely manner. What happened Mrs J holds pension savings with Scottish Widows. On 3 March 2025 Mrs J got in touch with Scottish Widows to discuss tak... (3 pages)View decision -
Decision Reference DRN-5895424
27 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-5895424 The complaint Mr H has complained about the way Marshmallow Insurance Limited handled a claim against him by a third party under his car insurance policy. What happened Mr H was involved in an accident with a third party vehicle while he was in his car. He told Marshmallow a... (3 pages)View decision -
Decision Reference DRN-5843491
27 Jan 2026 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY UpheldInsuranceDRN-5843491 The complaint Ms M complains that ECCLESIATICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY (EIO) has unfairly declined to provide cover for all the losses she incurred following damage to her leasehold property. What happened Mrs M owns a leasehold property which she rents to t... (4 pages)View decision -
Decision Reference DRN-5899609
27 Jan 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5899609 The complaint Mr R complains that Legal and General Assurance Society Limited (‘L&G’) has unfairly ceased paying benefit for a claim he made under his income protection policy. To resolve his complaint, Mr R wants L&G to reinstate his benefit, backdate any missing be... (7 pages)View decision -
Decision Reference DRN-5857122
27 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5857122 The complaint Mr Z complains that a car acquired under a hire purchase agreement with Startline Motor Finance Limited (“Startline”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I... (3 pages)View decision -
Decision Reference DRN-6087793
27 Jan 2026 Evolution Insurance Company Limited UpheldInsuranceDRN-6087793 The complaint Mr H complains Evolution Insurance Company Limited (Evolution) hasn’t refunded his excess following it declining a claim he submitted under his home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties... (3 pages)View decision