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-5626858
17 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5626858 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, made by a premium-brand car-make... (3 pages)View decision -
Decision Reference DRN-4198976
28 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4198976 The complaint Miss J complains that esure Insurance Limited have delayed in dealing with her no-fault claim which has impacted her renewal premium and caused her distress and inconvenience. What happened In February 2022 Miss J’s parked car was damaged when a third party van dr... (3 pages)View decision -
Decision Reference DRN5821802
28 Apr 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains about the valuation that Advantage Insurance Company Limited (trading as Hastings Direct) placed on his car after it was deemed a total loss following an accident. He’s also unhappy it hasn’t made him an interim payment and that it didn’t provide a suita... (3 pages)View decision -
Decision Reference DRN-2056621
24 May 2021 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-2056621 The complaint Mr M complains that a training course, that he was paying for under a fixed sum loan agreement with Caledonian Consumer Finance Limited, was mis-sold to him. What happened Mr M registered for a training course with a course provider in January 2019. He also entere... (3 pages)View decision -
Decision Reference DRN3797523
6 Sep 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that U K Insurance Limited (trading as Privilege) has refused to provide cover for an accident where an associate of Mr R’s was driving the car. The associate wasn’t a named driver on Mr R’s car insurance policy.backgroundIn June 2015 Mr R’s car was invo... (2 pages)View decision -
Decision Reference DRN7495858
11 Sep 2019 One Sure Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains after his motor insurance policy, bought through One Sure Insurance Limited (“One Sure”), was cancelled after premium payments were missed. Mr J is unhappy with the service he received and feels that the policy terms and conditions were not followed. backgroundMr J bought a ... (2 pages)View decision -
Decision Reference DRN-4388077
15 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4388077 The complaint Ms F and Mr K complains that One Insurance Limited (“One”) declined a claim and cancelled their motor insurance policy. What happened Ms F and Mr K had a motor insurance policy from One covering their car. When Mr K bought the policy, which is in his name, he decl... (3 pages)View decision -
Decision Reference DRN-5989972
10 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5989972 The complaint Mr C complains that First Response Finance Limited won’t reimburse him for an insurance cancellation charge that he had to pay after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. What happened A used car was s... (2 pages)View decision -
Decision Reference DRN4786490
1 Jun 2018 Hiscox Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T trading as P has complained that Hiscox Insurance Company Limited (Hiscox) refused to pay out on a claim he made on his camera insurance policy. background I issued a provisional decision on this complaint in January this year. An extract follows:“Mr T took out a ... (5 pages)View decision -
Decision Reference DRN-4492347
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4492347 The complaint Mr B has complained about the way Covea Insurance plc has dealt with an alleged claim against his motor policy as this has increased his premium substantially. What happened Mr B was offered a three-year fixed motor premium by a well-known insurance intermediary. ... (5 pages)View decision