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 368546 results
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Decision Reference DRN-5236468
31 Mar 2025 Euroins AD Not upheldInsuranceDRN-5236468 The complaint Mr S complains that Euroins AD hasn’t paid a claim under his travel insurance policy. What happened Mr S’ family member has represented him throughout the complaint. For ease of reading, I’ve only referred to Mr S in my decision. Mr S took out a single trip t... (3 pages)View decision -
Decision Reference DRN-5000292
31 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5000292 The complaint Mr W complains about the quality of a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VFS). When I refer to what Mr W has said and what VFS have said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN-5041640
31 Mar 2025 QIC Europe Ltd UpheldInsuranceDRN-5041640 The complaint A limited company, which I will refer to as T, complains about the administration of its commercial insurance policy by QIC Europe Ltd. The issues relate to a claim made for business interruption caused by the COVID-19 pandemic. What happened The following is o... (3 pages)View decision -
Decision Reference DRN-5429941
31 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5429941 Complaint Miss T complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In May 2017, SMF... (5 pages)View decision -
Decision Reference DRN-5416013
31 Mar 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5416013 The complaint Miss C complained about how much The Prudential Assurance Company Limited paid out on a claim on her serious illness policy. Miss C is also unhappy with how much cover she has remaining on the policy. What happened Miss C took out a life and critical illness po... (4 pages)View decision -
Decision Reference DRN-5411713
31 Mar 2025 Vitality Life Limited Not upheldInsuranceDRN-5411713 The complaint Miss C complained that Vitality Life Limited declined a claim on her serious illness policy. Miss C was also unhappy with how long it took Vitality to assess her claim. What happened Miss C took out a life and serious illness policy with Vitality in June 2018. ... (3 pages)View decision -
Decision Reference DRN-5365258
31 Mar 2025 BISL Limited Not upheldInsuranceDRN-5365258 The complaint Mr G, a sole trader, complains that he was mis-sold a commercial motor insurance policy by BISL Limited. What happened The following is intended only as a brief summary of events. Additionally, even though other individuals have been involved on behalf of both ... (3 pages)View decision -
Decision Reference DRN-5152918
31 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5152918 The complaint Mr and Mrs H complain about AXA Insurance UK Plc’s handling of a subsidence claim made under their buildings insurance policy. Any reference to AXA includes the actions of its agents. What happened The background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5433624
31 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5433624 The complaint Mrs M is unhappy with the service provided by AXA Insurance UK Plc (AXA) following a claim made on her home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. AXA has a... (4 pages)View decision -
Decision Reference DRN-5439288
31 Mar 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5439288 The complaint Miss K complains that Watford Insurance Company Europe Limited (“Watford”) cancelled her policy and wouldn’t pay her claim when it said she’d misrepresented her details when applying for car insurance. What happened Miss K had a car insurance policy with Watfor... (3 pages)View decision
