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 4755 results
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Decision Reference DRN3116860
12 Dec 2016 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G and his son Mr G complain that Tradewise Insurance Company Limited (‘Tradewise’) didn’t pay Mr G’s claim for a stolen van under his motor trade insurance policy. I’ll use ‘Mr G’ to refer to Mr G senior and ‘Mr G2’ to refer to his son Mr G junior. backgroundIn 20... (2 pages)View decision -
Decision Reference DRN-2510079
8 Apr 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-2510079 The complaint Mr and Mrs S have complained about Admiral Insurance Company Limited’s actions in connection with their motor insurance policies. Mr S has taken the lead in bringing this complaint; so, where I refer to his comments below those should be read as being on behalf of... (3 pages)View decision -
Decision Reference DRN5137910
21 Nov 2014 UK Insurance Limited UpheldInsurance (excluding PPI)Miss B complains about the way in which U K Insurance Limited (trading as Churchill) investigated the claim she made under her motor insurance policy when her car was damaged by debris falling from a lorry.backgroundMiss B says that on 3 August 2013, as she was driving along the motorwa... (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-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision -
Decision Reference DRN3949120
14 Sep 2016 Secure Trust Bank Plc Not upheldBanking and creditMr R complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, was misrepresented to him. He also complains about a dent on the car, that he wasn’t provided with the warranty information and th... (2 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 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 DRN-2219653
30 Sep 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-2219653 The complaint Mrs K complains AXA Insurance UK Plc said her car isn’t insured with them after she was involved in an accident. Mrs K has been represented on this complaint, for ease of reading any reference to Mrs K also includes her representative. What happened Mrs K was comi... (3 pages)View decision -
Decision Reference DRN8341007
30 Nov 2016 Premier Insurance Consultants Limited Not upheldInsurance (excluding PPI)Mr H has complained about Premier Insurance Consultants Limited. He isn’t happy about the charges applied to his car insurance policy.backgroundMr H took an insurance policy on line for his new car. As he didn’t know the full details of his car he only entered some of... (2 pages)View decision