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 246785 results
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Decision Reference DRN-5426630
9 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5426630 The complaint The estate of Mrs W complains because Vitality Life Limited (‘Vitality’) hasn’t paid claims under four life insurance policies. Mr W has brought this complaint to us in his capacity as the executor of Mrs W’s estate. Mr W has appointed a representative to corre... (4 pages)View decision -
Decision Reference DRN-5108664
9 Apr 2025 EE Limited Not upheldConsumer CreditDRN-5108664 The complaint Mr A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In October 2022, Mr A took out a loan with EE to buy a brand new mobile telephone device. The loan was scheduled to be repaid over a period of two ye... (3 pages)View decision -
Decision Reference DRN-5469586
9 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5469586 The complaint Mr and Mrs B are unhappy that AXA Insurance UK Plc (“AXA”) declined their theft claim. Mr and Mrs B had buildings and contents insurance underwritten by AXA. For ease of reading, I’ll refer only to Mr B throughout my decision. But any reference to him, or AXA,... (4 pages)View decision -
Decision Reference DRN-5227728
9 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5227728 The complaint Mr T has complained that U K Insurance Limited (‘UKI’) unfairly declined his claim. What happened Mr T has a travel insurance policy as part of a packaged bank account, underwritten by UKI. Mr T booked a trip for himself and his children on 1 December 2023. His... (3 pages)View decision -
Decision Reference DRN-5470313
9 Apr 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5470313 The complaint Mr and Mrs E have complained about their car insurer AA Underwriting Insurance Company Limited, they remain unhappy with it regarding a claim made following an accident in 2022. Mr and Mrs E have complained to the Financial Ombudsman Service previously in resp... (4 pages)View decision -
Decision Reference DRN-5448454
9 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5448454 The complaint This complaint has been brought to us on behalf of the estate of Mr M (who I’ll refer to as Mr M1) by his executors. One of the executors, who I’ll refer to as Mr M2, has dealt with the complaint. Mr M2 says Santander is responsible for the loss of the title de... (3 pages)View decision -
Decision Reference DRN-5470677
9 Apr 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5470677 The complaint Mr G complains about the handling of his motor insurance claim by Watford Insurance Company Europe Limited (Watford). What happened The following is intended as a brief summary of events. Mr G’s car was involved in an accident in October 2023 whilst being driv... (7 pages)View decision -
Decision Reference DRN-5119627
9 Apr 2025 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-5119627 The complaint Mr M complains about the actions of Suffolk Life Pensions Limited following the liquidation of an investment he held within his pension plan. What happened Mr M held a pension investment with Suffolk Life. He had previously held more pension investments with th... (3 pages)View decision -
Decision Reference DRN-5379450
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5379450 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened In September 2022, Mr D fell victim to an investment scam after seeing an opportunity advertised on a popular video streaming ... (4 pages)View decision -
Decision Reference DRN-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 pages)View decision
