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 4569 results
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Decision Reference DRN-5759633
18 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5759633 The complaint Ms M is unhappy with the way Ageas Insurance Limited handled her claim on her motor insurance policy after she was involved in a hit and run. What happened Ms M’s motor insurance policy commenced on 7 July 2023. In January 2024, her vehicle was hit by a third p... (3 pages)View decision -
Decision Reference DRN3455327
18 May 2017 All Medical Professionals Ltd Not upheldInsurance (excluding PPI)Mrs W has complained about All Medical Professionals Ltd’s (AMP) administration of a motor trade insurance policy.Mrs W has been represented by her husband Mr W. But for ease, where appropriate I’ve referred to Mr W’s comments as being those of Mrs W.References ... (3 pages)View decision -
Decision Reference DRN-5394114
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5394114 The complaint Mr C complains about how his insurer, U K Insurance Limited trading as Privilege (Privilege).handled his No Claims Discount (NCD) following a claim for a collision. References to Privilege in this decision include their agents. What happened Mr C took out a m... (4 pages)View decision -
Decision Reference DRN-3464785
8 Sep 2022 Aldermore Bank Plc Not upheldMortgagesDRN-3464785 The complaint Mrs R’s complaint about Aldermore Bank Plc (Aldermore) relates to the registration of a charge over the wrong property and her wrongly incurring an Early Redemption Charge (ERC). What happened In September 2018 Mrs R entered into a mortgage with Aldermore. Solicit... (2 pages)View decision -
Decision Reference DRN9095757
3 Apr 2018 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr L complains that Volkswagen Financial Services (UK) Limited shouldn’t have attempted to repossess his car and terminate his finance agreement when he failed to get it insured.background I provided my provisional decision in February 2018. In that decision I explain... (4 pages)View decision -
Decision Reference DRN-1467175
5 Mar 2020 Kindertons Ltd UpheldClaims ManagementDRN-1467175 The complaintMiss P is unhappy about the way Kindertons have handled her claim for accident damage to her car. What happenedIn early September 2019, Miss P was involved in a road traffic accident. She said as she was turning right to join a queue of traffic, the car in front re... (3 pages)View decision -
Decision Reference DRN4370781
14 Jun 2019 Markel International Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs J, a director of S Ltd, complains that Markel International Insurance Company Limited (“Markel”) have unfairly declined her company’s claim for legal expenses. backgroundS Ltd, a residential family centre, holds a social welfare insurance policy with Markel. In June 2... (5 pages)View decision -
Decision Reference DRN4815703
5 Nov 2014 Instant Cash Loans Limited UpheldBanking and creditMr D complains about the way Instant Cash Loans Limited (trading as The Money Shop) has treated him and that it has recorded a default on his credit history. background Mr D took out a short term loan with Money Shop and it was extended at his request on three occasions. Mr D told The M... (2 pages)View decision -
Decision Reference DRN-5744342
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5744342 The complaint Mr B has complained that TSB Bank PLC (“TSB”) sent him an unencrypted email that contained sensitive personal information. What happened Mr B had difficulties using the cheque payment feature on TSB’s app. As a result, Mr B submitted a complaint online. When he... (2 pages)View decision -
Decision Reference DRN-3953070
8 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3953070 The complaint Mr L has complained about his motor insurer Ageas Insurance Limited (“Ageas”). He’s unhappy with its processes and the fact that it threatened to cancel his policy without making any investigations and without allowing him enough time to respond. What happened Mr... (4 pages)View decision
