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 4393 results
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Decision Reference DRN-2494993
24 Feb 2021 U K Insurance Limited UpheldInsuranceDRN-2494993 The complaint Mr and Mrs B have complained about U K Insurance Limited’s (UKI) handling of a claim against their motor insurance policy. Mr B is a named driver on Mrs B’s policy. Mr B has taken the lead in dealing with this complaint. So, for ease, where I refer to his comments... (3 pages)View decision -
Decision Reference DRN1800599
13 May 2019 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about the actions of Ageas Insurance Limited and its decision to treat her motor insurance policy as though it never existed. Mrs R is represented by her son, Mr T. backgroundMr T took out a policy on Mrs R’s behalf in July 2018. In August 2018 the i... (3 pages)View decision -
Decision Reference DRN9227982
30 Mar 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains about how Calpe Insurance Company Limited dealt with another driver’s claim against his motor insurance policy. He also complains that it cancelled his policy.backgroundIn January 2017, Mr S took out a motor insurance policy. Calpe is the lead insurer in ... (4 pages)View decision -
Decision Reference DRN9462218
1 Mar 2016 Armitage Insurance Services UpheldInsurance (excluding PPI)Mr B has complained that Armitage Insurance Services didn’t pass on to his insurer information he gave it when he bought a motor policy through it.background Mr B bought a motor policy through a broker, Armitage in May. Later that month Mr B was stopped by the poli... (4 pages)View decision -
Decision Reference DRN-5393577
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5393577 The complaint Miss Z has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss Z took out a motor insurance policy with Marshmallow through an online price compar... (3 pages)View decision -
Decision Reference DRN-5154200
4 Dec 2024 One Insurance Limited UpheldInsuranceDRN-5154200 The complaint Mr G complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of Mr G’s claim and complaint is a car, made by a premium-brand car maker with a large petrol engine and first registered in 20... (5 pages)View decision -
Decision Reference DRN-3576475
4 Jul 2022 Alliance Trust Savings Limited Not upheldPensions and AnnuitiesDRN-3576475 The complaint Mr B’s representative has complained, on his behalf, that due to errors made by Alliance Trust Savings Limited (ATS), there was a delay in investing cash held in Mr B’s Self Invested Personal Pension (SIPP). What happened Mr B intended to invest some of his SIPP f... (4 pages)View decision -
Decision Reference DRN-4291326
9 Aug 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4291326 The complaint A has complained that Watford Insurance Company Limited avoided a commercial vehicle insurance policy it took out to cover one of its vehicles and rejected a claim for damage to the vehicle because of this. A is represented by a director of A, who I’ll refer to a... (3 pages)View decision -
Decision Reference DRN3227458
10 May 2018 Allianz Insurance Plc UpheldInsurance (excluding PPI)Company A complains that Allianz Insurance Plc (“Allianz”) won’t pay in full a claim it made under its commercial motor insurance policy when, following a break in at its premises, one van was stolen and another was damaged. It’s represented in bringing this complain... (4 pages)View decision -
Decision Reference DRN5335876
3 May 2013 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr W complains that Zurich Insurance Plc (“Zurich”) rejected a claim against his motor insurance policy for the theft of his vehicle, and took over two years to make this decision. Mr W has a representative assisting him in this complaint. backgroundIn early 2010, Mr W reported the theft ... (4 pages)View decision
