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 4790 results
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Decision Reference DRN-4261290
11 Dec 2023 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-4261290 The complaint Mrs T complains that Adrian Flux Insurance Services Group (“Adrian Flux”) mis-sold her a car insurance policy. She also complains about them sending her a letter informing her that her policy would be cancelled. What happened Mrs T took out a policy through a brok... (3 pages)View decision -
Decision Reference DRN-2037045
27 Jul 2020 Haven Insurance Company Limited Not upheldInsuranceDRN-2037045 The complaintMr C has complained about Haven Insurance Company limited. He’s unhappy about the way his claim was handled under his motor insurance policy, and the liability decision that was reached. Haven Insurance Company Limited is the motor insurer for Mr C’s policy. To ke... (4 pages)View decision -
Decision Reference DRN-2037645
27 Jul 2020 Haven Insurance Company Limited Not upheldInsuranceDRN-2037645 The complaintMr C has complained about Haven Insurance Company limited. He’s unhappy about the way his claim was handled under his motor insurance policy, and the liability decision that was reached. Haven Insurance Company Limited is the motor insurer for Mr C’s policy. To ke... (4 pages)View decision -
Decision Reference DRN7569377
19 Mar 2020 Specialist Motor Finance Limited UpheldBanking and creditMr M complains that the vehicle he acquired through a hire purchase agreement financed by Specialist Motor Finance Limited was misrepresented. He wants to reject the vehicle and end the agreement.backgroundMr M tells us he acquired the vehicle in February 2019. Prior to supply he says he’d... (4 pages)View decision -
Decision Reference DRN3526794
19 Mar 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Miss V and Mrs V have complained about the way CIS General Insurance Limited dealt with a claim Miss V - as a named driver - made under Mrs V’s car insurance policy. backgroundMiss V made two claims under Mrs V’s policy to CIS: in February and March 2018. Miss V made ... (4 pages)View decision -
Decision Reference DRN-4401417
17 Oct 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4401417 The complaint Mr H complains that HSBC UK Bank Plc said it couldn’t find the deeds of his house, then an unregistered property. Mr H instructed a legal firm to register the house without deeds, and asked HSBC to pay. HSBC then found the deeds and said it wouldn’t pay for the wo... (4 pages)View decision -
Decision Reference DRN8324708
13 Feb 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained that Acromas Insurance Company Limited has refused to pay a claim he made on his motor breakdown insurance policy. All references to Acromas include its agents. backgroundI issued a provisional decision on this complaint earlier this month. An extra... (4 pages)View decision -
Decision Reference DRN6735088
19 Oct 2015 Octagon Insurance Company Limited UpheldInsurance (excluding PPI)Ms Y has complained about the amount Octagon Insurance Company Limited offered her for the market value of her car when she made a claim under her motor policy following an accident.backgroundMs Y was involved in an accident and reported it to Octagon. It offered ... (4 pages)View decision -
Decision Reference DRN-5644986
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5644986 The complaint Miss W complains about delays in U K Insurance Limited (‘UKI’) dealing with a claim made on her car insurance policy. What happened Miss W was involved in an accident with a foreign lorry in September 2022. So, she contacted UKI to make a claim. Following the... (5 pages)View decision -
Decision Reference DRN-5433507
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5433507 The complaint Mr W complains about how his insurer, U K Insurance Limited (UKI) valued his vehicle as a total loss following a collision. Any reference to UKI in this decision includes their agents. What happened In June 2024 Mr W’s vehicle, being driven by his wife, was h... (6 pages)View decision