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 393318 results
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Decision Reference DRN-5729980
16 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729980 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly. What happened Here is a brief table of the lending. Loan Approved Amount Repayments Repaid 1 8 November 2024 £8006 months 4 March 2025 2 1... (2 pages)View decision -
Decision Reference DRN-5924554
16 Jan 2026 Wakam UpheldInsuranceDRN-5924554 The complaint Mrs M’s complaint is about a claim she made on her Wakam pet insurance policy, which Wakam declined. Mrs M says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll fo... (3 pages)View decision -
Decision Reference DRN-5898684
16 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5898684 The complaint A limited company that I will refer to as S, has complained about the settlement offered by Hiscox Insurance Company Limited following a claim for business interruption losses under its business insurance policy. Mr B, as Director of S has brought the complaint... (6 pages)View decision -
Decision Reference DRN-5996463
16 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5996463 The complaint Mr T has complained that AXA PPP Healthcare Limited trading as AXA Health (‘AXA’) unfairly declined his claim and didn’t give him appropriate guidance. What happened Mr T has a private medical insurance policy, underwritten by AXA. He contacted AXA in July 202... (2 pages)View decision -
Decision Reference DRN-6063213
16 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6063213 The complaint Mr J and Miss R have complained about Liverpool Victoria Insurance Company Limited (LV). They are not happy about the valuation of their car after it was deemed a total loss following a claim under their motor insurance policy. What happened Mr J and Miss R mad... (3 pages)View decision -
Decision Reference DRN-6069979
16 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6069979 The complaint The estate of Mrs R has complained about Lloyds Bank General Insurance Limited which provides the insurance for the estate’s property. The complaint has been made regarding an on-going subsidence claim and Lloyds’ handling of that matter. The complaint has been... (4 pages)View decision -
Decision Reference DRN-5812553
16 Jan 2026 Vitality Health Limited UpheldInsuranceDRN-5812553 The complaint Ms M is unhappy with the way Vitality Health Limited handled a request to add her to a group private medical insurance policy (‘the policy’). What happened In March 2024, Ms M’s employer contacted Vitality about Ms M being interested in joining the policy. The... (3 pages)View decision -
Decision Reference DRN-6066960
16 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6066960 The complaint The estate of Mrs R has complained about Lloyds Bank General Insurance Limited which provides the insurance for the estate’s property. The complaint has been made regarding an on-going subsidence claim and Lloyds’ handling of that matter. The complaint has been... (3 pages)View decision -
Decision Reference DRN-6048784
16 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6048784 The complaint Mr A and Mrs T complain about the way Zurich Insurance Company Ltd (‘Zurich’) handled an escape of water claim they made on their property insurance policy. Mr A has acted as the main representative during the claim and complaint process. So, for ease of refer... (5 pages)View decision -
Decision Reference DRN-6083958
16 Jan 2026 Motors Insurance Company Limited UpheldInsuranceDRN-6083958 The complaint Mr A complains that a claim was declined by Motors Insurance Company Limited on his motor warranty. What happened Mr A renewed his motor warranty with Motors in late-February 2025. In mid-March 2025, the coolant warning light came on in his car. He took it to a... (3 pages)View decision