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-4511371
24 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4511371 The complaint Mrs S and her husband Mr S complain that Covea Insurance plc mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2015. Mr and Mrs S acquired the car no later than September 2... (4 pages)View decision -
Decision Reference DRN-5485263
9 Sep 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5485263 The complaint Mr M complains about an incorrect credit file marker in relation to a car that was supplied through a hire purchase agreement with Marsh Finance Limited (MFL). What happened In February 2019, Mr M acquired a vehicle through a hire purchase agreement with MFL. T... (3 pages)View decision -
Decision Reference DRN-3828652
15 Feb 2023 Elevate Portfolio Services Limited UpheldInvestmentsDRN-3828652 The complaint Mr S complains that Elevate Portfolio Services Limited, trading as AXA Self Investor (“Elevate”) caused delays in the transfer of his ISA to another provider. He says when he called Elevate it had no record of a transfer, even though it had been requested. He said... (3 pages)View decision -
Decision Reference DRN-3977384
8 Aug 2023 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3977384 The complaint Mrs H says The Royal London Mutual Insurance Society Limited (Royal London) has acted incorrectly in refusing to allow her to transfer her personal pension into a Small Self- Administered pension Scheme (SSAS). Mrs H is represented by her husband. What happened At... (3 pages)View decision -
Decision Reference DRN1889041
13 Dec 2013 AIG Europe Limited Not upheldInsurance (excluding PPI)B complains about the time AIG Europe Limited took to deal with a claim it made under its commercial motor insurance policy.background B’s vehicle was stolen in April 2008. The theft was reported to AIG immediately. By mid-June its loss adjuster reported no concerns with the ... (3 pages)View decision -
Decision Reference DRN-4286575
20 Dec 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4286575 The complaint Miss C complains that when she made a motor insurance claim, Zurich Insurance PLC would only pay the ‘agreed value’ of her car and would not pay to have it repaired. What happened In March 2022, Miss C took out a fully comprehensive motor insurance policy with Zur... (3 pages)View decision -
Decision Reference DRN-2726978
30 Mar 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2726978 The complaint Mr K has complained that Advantage Insurance Company Limited (Advantage) has undervalued his vehicle when it was deemed a total loss after an accident. What happened Mr K’s vehicle was written off following a total loss claim. Advantage place... (3 pages)View decision -
Decision Reference DRN-5695512
14 Oct 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5695512 The complaint Mr R complains that a car acquired under a hire purchase agreement with Marsh Finance Limited (“Marsh”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I will only sum... (3 pages)View decision -
Decision Reference DRN-4110345
21 Jun 2023 Zurich Insurance PLC UpheldInsuranceDRN-4110345 The complaint Mr and Mrs S complain that Zurich Insurance PLC has turned down a cancellation claim they made on a travel insurance policy. What happened Mr and Mrs S held an annual travel insurance policy, which was underwritten by Zurich. They were due to go abroad on holiday ... (3 pages)View decision -
Decision Reference DRN-5879755
1 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5879755 The complaint Mrs P complains that AXA Insurance UK Plc (“AXA”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a Japanese car-maker and first registered in 2023. Mrs P lives ... (4 pages)View decision