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 4282 results
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Decision Reference DRN-4400192
13 Nov 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4400192 The complaint Mr C complains about how his insurer, Mulsanne Insurance Company Limited (Mulsanne) dealt with the write off of his vehicle after an accident under his motor insurance policy. Any reference to Mulsanne in this decision includes their agents. This decision covers M... (6 pages)View decision -
Decision Reference DRN6166278
28 Nov 2013 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr N has complained about the decision by Simplyhealth Access (“Simpyhealth”) to allocate the cost of treatment he had carried out on his tooth to his ‘current’ claiming year and also its refusal to regard further treatment he had carried out as falling under the category of ‘emergency t... (3 pages)View decision -
Decision Reference DRN0992877
24 Oct 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr O has complained that Hastings Insurance Services Limited unfairly cancelled his car insurance policy. backgroundMr O bought a car insurance policy through Hastings Insurance Services (Hastings) in January 2018. It acted as the agent for the insurer of Mr O’s poli... (3 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-3274192
8 Feb 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3274192 The complaint Miss M has complained through a representative that she wasn’t provided with a hard copy of the policy document for the breakdown policy Hastings Insurance Services Limited arranged for her. I’ll refer to Miss M’s representative as Mr S. What happened Miss M took ... (3 pages)View decision -
Decision Reference DRN-2834579
28 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2834579 The complaint Mr P complains that Sainsbury’s Bank Plc failed to send him account statements which resulted in a default being unfairly registered on his credit file. What happened Mr P says he didn’t receive regular credit card account statements from Sainsbury’s and as a resu... (3 pages)View decision -
Decision Reference DRN-3067041
30 Sep 2021 Soteria Insurance Limited UpheldInsuranceDRN-3067041 The complaint Mr E complains about Soteria Insurance Limited (‘Soteria’) avoiding his motor insurance policy because he hadn’t told them about a wrap on his vehicle. Soteria treated this as a modification he should have told them about. Soteria uses agents to administer its pol... (6 pages)View decision -
Decision Reference DRN-1628015
19 Jun 2020 Secure Trust Bank Plc UpheldConsumer CreditThe complaint Miss J’s complaint is about a finance agreement she has with Secure Trust Bank plc (“Secure Trust”), trading as Moneyway. She says they didn’t advise her they had problems with the vehicle ownership registration. The details of this complaint are well known to both parties so... (2 pages)View decision -
Decision Reference DRN-4179969
30 Jun 2023 One Call Insurance Services Limited Not upheldInsuranceDRN-4179969 The complaint Mrs K is unhappy with how One Call Insurance Services Limited (“One Call”) has administered her car insurance policy. She says she informed it she had points on her licence, but this information wasn’t passed to the insurer resulting in a claim settlement being re... (2 pages)View decision -
Decision Reference DRN6626382
20 Oct 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr B and his representative are unhappy with the way Calpe Insurance Company Limited has dealt with and settled a claim on his motor insurance policy. backgroundCalpe received notification that Mr B’s car had been involved in an accident and was to blame for what’d ... (3 pages)View decision
