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 DRN6016691
22 May 2014 Santander UK Plc Not upheldBanking and creditMrs F says that Santander UK Plc trading as Cahoot acted unfairly in three ways, specifically:-when it increased the interest rate on his flexible loan;-when it withdrew a facility to enable her to borrow further money. She also says that her credit files shows that she has available c... (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 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 DRN-3042788
12 Sep 2021 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-3042788 The complaint Mr C complains about the quality of a car that was supplied to him through a hire purchase agreement with Blue Motor Finance Ltd (BMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision which... (4 pages)View decision -
Decision Reference DRN-2813236
14 Jul 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2813236 The complaint Mr B complains about his insurer Admiral Insurance Company Limited (Admiral). Mr B is unhappy at the way Admiral handled a claim under his motor insurance policy for water damage to his vehicle. References to Admiral also include their agents. What happened Mr B w... (3 pages)View decision -
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 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 DRN-4373044
2 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4373044 The complaint Mr M complains that esure Insurance Limited held him liable for a claim made on his motor insurance policy following an incident. He’s unhappy with its communication throughout the claim, that his premiums have increased, and that he couldn’t use his passenger as ... (3 pages)View decision -
Decision Reference DRN-5606533
9 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5606533 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited: refused a claim on his motor insurance policy; provided confusing information and poor service; also it held him fully at fault for an accident which he didn't think he was to blame for. What happe... (3 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
