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 4563 results
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Decision Reference DRN-3804892
30 Nov 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3804892 The complaint Mr P complains Domestic & General Insurance Plc (“D&G”) unfairly cancelled his home appliance cover. What happened Mr P had an add-on to his bank account. For a £6 fee each month he could - amongst other things - register home appliances with D&G. The ... (4 pages)View decision -
Decision Reference DRN-4050287
13 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4050287 The complaint Mr O complains AXA Insurance UK Plc has handled his motor insurance claim poorly. What happened In April 2022 Mr O’s parked vehicle was involved in a collision with a lorry. He feels the third party driving the lorry was at fault. The driver left the scene without... (3 pages)View decision -
Decision Reference DRN5874479
6 Apr 2018 Adrian Flux Insurance Services Group UpheldInsurance (excluding PPI)Ms L complained that Adrian Flux Insurance Services Group mis-sold her car insurance policy.backgroundOn 1 November 2017, Ms L called Adrian Flux and asked about insuring her imported car. She told them the car wasn’t yet registered in the UK and that she had made the r... (3 pages)View decision -
Decision Reference DRN5342192
20 Sep 2019 Smart Driver Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that Smart Driver Insurance Limited unfairly increased its quote for his motor insurance policy and took the increased amount from his bank account without telling him.backgroundMr B went on a price comparison website in February 2019 to obtain a quote for his forthcoming an... (4 pages)View decision -
Decision Reference DRN0726590
30 Jan 2018 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mrs P has complained that Be Wiser Insurance Services Ltd recorded the registration number of her new car incorrectly when she called to insure it and that this led to her being stopped for driving without insurance and having her car impoundedBackgroundMrs P called Be... (3 pages)View decision -
Decision Reference DRN5112009
20 Dec 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)K820xAdmiral14 complaintMr B complained that Admiral Insurance Company Limited put the wrong car registration number on his motor insurance policy. backgroundMr B was stopped by the police for driving without insurance. He was surprised because he believed that he was i... (2 pages)View decision -
Decision Reference DRN-5671315
18 Sep 2025 Esure Services Limited Not upheldInsuranceDRN-5671315 The complaint Mr F has complained that Esure Services Limited failed to arrange a car insurance policy for him with the correct registration details. This left Mr F’s car uninsured for a period of time. What happened In November 2024 Mr F bought a car insurance policy with t... (3 pages)View decision -
Decision Reference DRN7069810
28 May 2014 BISL Limited Not upheldInsurance (excluding PPI)Mr O complains that BISL Limited incorrectly recorded his vehicle’s registration mark when he changed the insured vehicle on his motor insurance policy.backgroundMr O called BISL to advise it that he had changed his vehicle. BISL inputted his vehicle’s registration mark by entering a lett... (2 pages)View decision -
Decision Reference DRN-5725608
6 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5725608 The complaint Ms G complains about how Nationwide Building Society (NBS) treated her when a Power of Attorney (POA) was registered with them. The complaint has been brought on behalf of Ms G by Mr G, the attorney. What happened The details of this complaint are well known t... (2 pages)View decision -
Decision Reference DRN-3339541
16 Mar 2022 Think Insurance Services Limited Not upheldInsuranceDRN-3339541 The complaint H – a company – has complained that Think Insurance Services Limited (Think Insurance), made a mistake when setting up its commercial motor insurance policy, which resulted in one of its cars being seized by the police and destroyed. What happened In January 2021 ... (3 pages)View decision
