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 4777 results
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Decision Reference DRN-1295916
31 Jul 2020 Allianz Insurance Plc Not upheldInsuranceDRN-1295916 The complaintMr B complains that Allianz Insurance Plc unfairly rejected a claim he made on his touring caravan insurance policy when his caravan was stolen. What happenedMr B told Allianz the caravan was taken from his drive overnight in January 2019. He said he’d swapped his... (2 pages)View decision -
Decision Reference DRN-4014064
22 May 2023 One Insurance Limited Not upheldInsuranceDRN-4014064 The complaint Mr B complained that One Insurance declined a theft claim under his motor insurance policy. What happened When Mr B made a claim after his car was stolen, One Insurance discovered that Mr B wasn’t the car’s owner and registered keeper at all. Instead that was a li... (2 pages)View decision -
Decision Reference DRN5101457
15 Aug 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMs K complains that the hotel room she booked was misrepresented to her and that Bank of Ireland (UK) Plc is responsible for this under section 75 of the Consumer Credit Act 1974.Further Ms K complains that Bank of Ireland should remove the two late payment markers that it registere... (3 pages)View decision -
Decision Reference DRN-5860407
13 Feb 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5860407 The complaint The complainant, Mr D, complains about the way Watford Insurance Company Europe Limited handled a third-party claim on his motor insurance. Any reference to Watford includes the agents or representatives involved in the handling of Mr D’s claim on their behalf.... (3 pages)View decision -
Decision Reference DRN-5642971
4 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5642971 The complaint Mr E complains about how esure Insurance Limited handled a claim made on his motor insurance policy. He wants compensation for his distress and inconvenience and the financial impact caused by delays in settling the claim. What happened Mr E’s car was damaged i... (2 pages)View decision -
Decision Reference DRN-5353557
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5353557 The complaint Ms B complains that U K Insurance Limited (“UKI”) mishandled her claim on her breakdown insurance policy. What happened Ms B had a hybrid electric car that had first been registered in late January 2019. Ms B acquired the car not later than early February 2021... (3 pages)View decision -
Decision Reference DRN-5981723
23 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5981723 The complaint Mr B complains about how Aviva Insurance Limited acted when cancelling his motorbike insurance policy. Any reference to Aviva includes actions taken by its agents. What happened The circumstances of this case are known to both parties, but in summary Mr B purch... (3 pages)View decision -
Decision Reference DRN-4337042
27 Nov 2023 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-4337042 The complaint Mr D is unhappy that AIB Group (UK) Plc (“AIB”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving r... (3 pages)View decision -
Decision Reference DRN-2950325
2 Sep 2021 esure Insurance Limited UpheldInsuranceDRN-2950325 The complaint Mr A complains esure Insurance Limited, trading as Sheila’s Wheels, haven’t offered a fair value for his car under his motor insurance policy after it was deemed a write off. He’s also unhappy esure didn’t provide a courtesy car in a timely fashion. What happened ... (3 pages)View decision -
Decision Reference DRN0967119
20 Dec 2017 NewDay Ltd UpheldBanking and creditMr J complains that NewDay Ltd (NewDay) registered a default notice on his credit file without telling him and won’t remove it. backgroundMr J opened a credit card account with NewDay in 2000. Unfortunately, in 2012, Mr J started to experience some financial difficu... (2 pages)View decision