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-5767133
17 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5767133 The complaint Mrs S has complained that Advantage Insurance Company Limited unfairly cancelled her car insurance policy. All reference to the insurer Advantage in my decision includes its agent. What happened Mrs S bought a telematics box car insurance policy with Advantage ... (2 pages)View decision -
Decision Reference DRN6930443
10 Jan 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T complain that UK Insurance Limited (“UKI”) cancelled their motor insurance policy when they made a claim.backgroundMr and Mrs T took out a commercial vehicle insurance policy with UKI. After they renewed the policy, the vehicle was stolen. It was a van which had been modified ... (4 pages)View decision -
Decision Reference DRN-3160616
19 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3160616 The complaint Mr L and Mrs L complain that Admiral Insurance Company Limited closed their claim on their motor insurance company and didn’t recover their policy excess as they had expected. Mrs L is a named driver on Mr L’s policy. What happened Mrs L was involved in a collisio... (3 pages)View decision -
Decision Reference DRN-3592640
5 Aug 2022 Qmetric Group Limited Not upheldInsuranceDRN-3592640 The complaint Mr V complains that Qmetric Group Limited (trading as Policy Expert) unfairly cancelled his motor insurance policy. Where I refer to Policy Expert, I refer to the above-named company and I include employees and others insofar as I hold Policy Expert responsible fo... (3 pages)View decision -
Decision Reference DRN-4702882
28 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4702882 The complaint Mr and Mrs C’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to the registration of their property at HM Land Registry. They believe this was the responsibility of Halifax and as the property remains unregistered, Halifax should pay to ... (3 pages)View decision -
Decision Reference DRN-2912186
7 Jul 2021 Advantage Insurance Company Limited UpheldInsuranceDRN-2912186 The complaint Mr C has complained that Advantage Insurance Company Limited have turned down his claim under his car insurance policy following an accident. What happened Mr C intended to insure his car (car A) online via a comparison site with Advantage through a broker in Febr... (3 pages)View decision -
Decision Reference DRN5850632
21 May 2019 Fidelius Ltd UpheldInvestment and pensionsMr S complains that Fidelius Ltd is responsible for the investment loss he suffered following the delay in transferring his pension fund and investment platform to new providers. backgroundI issued a provisional decision on 18 April 2019. It’s attached and forms part of t... (12 pages)View decision -
Decision Reference DRN-3891436
10 Feb 2023 ITI Capital Limited UpheldInvestmentsDRN-3891436 The complaint Ms K has complained about the lack of action ITI Capital Limited (‘ITI’) has taken with her holding of Policy Selection Limited Assured Fund GBP ‘C’ class despite her instruction to redeem her holding. What happened In May 2007 Ms K invested £20,000 into the Assur... (4 pages)View decision -
Decision Reference DRN-4880261
15 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4880261 The complaint Miss M complains that Admiral Insurance Company Limited have provided poor customer service when dealing with her claim. What happened Miss M held a motor policy with Admiral on which her parents were both named drivers. In September 2022 Miss M’s car was dam... (4 pages)View decision -
Decision Reference DRN4384049
9 Dec 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F complains that The Royal Bank of Scotland Plc did not forward a payment to his new bank account with a third party.backgroundMr F switched his account from RBS in February 2015. In August 2015 he was sent a payment of £38 using the PAYM service (payment by m... (2 pages)View decision
