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 381196 results
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Decision Reference DRN-5759548
27 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5759548 The complaint Mr F and Ms R complain that Ageas Insurance Limited have unfairly declined their claim for storm damage, provided poor service, and some poor quality repairs. What happened Mr F and Ms R had a buildings insurance policy with Ageas. In September 2024 they noti... (4 pages)View decision -
Decision Reference DRN-5681898
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5681898 The complaint Mr R complains about the way U K Insurance Limited (“UKI”) has treated him when handling a claim under his legal expenses insurance (“LEI”) policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes responsibil... (6 pages)View decision -
Decision Reference DRN-5906117
27 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5906117 The complaint Mr A complains that Society of Lloyd's increased the premium for his motor insurance policy because it said he had made a misrepresentation when he took out the policy. Mr A is represented in this matter by his broker. Reference to Society of Lloyd’s inclu... (4 pages)View decision -
Decision Reference DRN-5749337
27 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5749337 The complaint Mrs M complains Vanquis Bank Limited irresponsibly lent to her. What happened Mrs M was approved for a Vanquis credit card in August 2021, with a credit limit of £500. I have detailed the credit limit increases below: March 2022 £500 to £850 July 2022 £850 to £... (4 pages)View decision -
Decision Reference DRN-5907999
27 Oct 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5907999 The complaint Mr D and his representative complain Watford Insurance Company Europe Limited (Watford Insurance) didn’t complete satisfactory repairs to Mr D’s car after he made a claim on his motor insurance policy. Reference to Mr D or his representative includes the other... (5 pages)View decision -
Decision Reference DRN-5677612
27 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5677612 The complaint Mr and Mrs W complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined their claim for storm damage, under their home buildings insurance policy. I’ll refer to Mr W for ease. What happened Mr W moved into his house on 1 November 2024. O... (4 pages)View decision -
Decision Reference DRN-5744974
27 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5744974 The complaint Mr D complains that Vanquis Bank Limited trading as Vanquis Card irresponsibly lent to him. What happened Mr D was approved for a Vanquis credit card in July 2024, with a £1,200 credit limit. Mr D says this was lent irresponsibly to him, and he was a vulnerable... (3 pages)View decision -
Decision Reference DRN-5907192
27 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5907192 The complaint Mrs S is unhappy that Vitality Health Limited (Vitality) declined a claim under her private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key eve... (5 pages)View decision -
Decision Reference DRN-5700788
27 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5700788 The complaint Mrs L has complained about how BMW Financial Services(GB) Limited (‘BMWFS’) behaved regarding her finance agreement, after she entered an Individual Voluntary Arrangement (‘IVA’). What happened Mrs L entered into a car finance agreement with BMWFS. But on 7 Aug... (2 pages)View decision -
Decision Reference DRN-5750957
27 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5750957 The complaint Ms S complains about the service Aviva Insurance Limited provided when it repaired her car after a claim made on her motor insurance policy. She wants it to cover the cost of further repairs, to refund her premiums whilst the repairs were delayed and to compens... (3 pages)View decision
