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 360264 results
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Decision Reference DRN-5248657
28 Feb 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5248657 The complaint Mr M complains that First Central Underwriting Limited unfairly applied a voluntary excess when he made a claim on his motor insurance. What happened Mr M took out a First Central motor insurance policy via a price comparison website in September 2023. In June ... (3 pages)View decision -
Decision Reference DRN-5348590
28 Feb 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5348590 The complaint H, a limited company and Mrs A, as trustees of the A Trust, complain about the way that Aviva Protection UK Limited (formerly AIG Life Limited) handled a terminal illness claim made by Mr S on the A Trust’s life insurance policy. While Aviva Protection UK Limit... (6 pages)View decision -
Decision Reference DRN-4904882
28 Feb 2025 Santander UK Plc Not upheldInvestmentsDRN-4904882 The complaint Mr S has complained about the service he received from Santander UK Plc (‘Santander’). He says didn’t receive communication as he should have done, he’s not happy with the annual reviews in 2021 to 2023 and has concerns about the risk of the investments held in... (11 pages)View decision -
Decision Reference DRN-4915372
28 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4915372 The complaint Mr C complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) didn’t notify him of his options to exit a hire purchase agreement he held with them in relation to a van he acquired. Mr C said Oodle incorrectly terminated the agreeme... (4 pages)View decision -
Decision Reference DRN-5173729
28 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5173729 The complaint Miss P complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In June 2023 Miss P entered into a 25-... (4 pages)View decision -
Decision Reference DRN-4911524
28 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-4911524 The complaint Mr and Mrs K have complained that Aviva Insurance Limited declined a claim they made under their home insurance policy for their septic tank. Reference to Mr and Mrs K includes their representative. What happened The circumstances aren’t in dispute, so I’ll s... (3 pages)View decision -
Decision Reference DRN-5025298
28 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5025298 The complaint Ms C complains that the car she acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. She wants MFL to fairly and reasonably settle her complaint and cover the costs that she’s incurred. What happened Ms C entered into a hire purchas... (4 pages)View decision -
Decision Reference DRN-5285617
28 Feb 2025 Medicash Health Benefits Limited Not upheldInsuranceDRN-5285617 The complaint Mr H is unhappy that Medicash Health Benefits Limited trading as Medicash has partially settled a claim he made on his healthcare cash plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, ... (2 pages)View decision -
Decision Reference DRN-4760840
28 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4760840 The complaint Miss Q complains about Phoenix Life Limited (Phoenix). She’s unhappy with the service she received during its death benefit claim process. Miss Q is the administrator of the estate of her late father, “Mr Q”. She is an eligible complainant in this complaint du... (4 pages)View decision -
Decision Reference DRN-5356955
28 Feb 2025 American International Group UK Limited UpheldInsuranceDRN-5356955 The complaint Mr and Mrs B are unhappy because American International Group UK Limited trading as AIG UK has partially settled a claim they made on a personal accident policy. What happened Mr B claimed on a personal accident policy after sustaining injuries to his left arm ... (5 pages)View decision
