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 4755 results
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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-5923725
27 Jan 2026 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5923725 The complaint Mr S has complained that his commercial vehicle insurer, Nelson Insurance Company Ltd (‘Nelson’), agreed to deal with a third-party claim in relation to an accident he says he wasn’t involved in. What happened In February 2024, a third party made a claim again... (4 pages)View decision -
Decision Reference DRN-3568112
22 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3568112 The complaint Mr O complains about Standard Life Assurance Limited’s (Standard Life) role in the delay to the transfer of his self-invested personal pension (SIPP) to a new platform. He says the delay meant his fund dropped by over £100,000 for which he would like to be reimbur... (10 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 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 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 -
Decision Reference DRN-5892797
6 Jan 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5892797 The complaint Miss D complains about the insurer of her motor insurance policy, Watford Insurance Company Europe Limited (Watford), accepting liability for an accident in which her vehicle was in collision with a third-party vehicle. While Miss D didn’t want to make a claim ... (3 pages)View decision -
Decision Reference DRN-5778070
17 Sep 2025 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-5778070 The complaint Miss A complains that Elevate Portfolio Services Limited trading as abrdn Elevate (“Elevate”) has treated her unfairly when it exercised its discretion over the payment of some pension benefits following the death of her father. What happened Miss A’s father (w... (4 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