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-4013470
10 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4013470 The complaint Mrs and Mr F complain that Rock Insurance Service Limited sent their travel insurance documentation to a third party without their consent. Rock is the intermediary for this policy. Part of this complaint concerns the actions of a travel agent. As Rock has accepte... (4 pages)View decision -
Decision Reference DRN5097584
22 Sep 2018 Nationwide Building Society Not upheldBanking and creditMr and Mrs M complain that Nationwide Building Society sent out their title deeds via standard post. The deeds went missing. As a result Mr and Mrs M had to pay a fee for a missing deed indemnity. Mr and Mrs M want Nationwide to compensate them for the cost. ba... (2 pages)View decision -
Decision Reference DRN-3339541
16 Mar 2022 Think Insurance Services Limited Not upheldInsuranceDRN-3339541 The complaint H – a company – has complained that Think Insurance Services Limited (Think Insurance), made a mistake when setting up its commercial motor insurance policy, which resulted in one of its cars being seized by the police and destroyed. What happened In January 2021 ... (3 pages)View decision -
Decision Reference DRN4810679
24 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M’s complained that Aviva Insurance Limited caused delay when it dealt with a claim he made under his car insurance policy. backgroundMr M made a claim to his insurer, Aviva after his car was hit by a third party. His wife gave Aviva the registration details of ... (2 pages)View decision -
Decision Reference DRN3888498
3 Sep 2013 Lancaster Insurance Services Limited UpheldInsurance (excluding PPI)Mr S complains that Lancaster Insurance Services Limited (“Lancaster”) incorrectly recorded his motor vehicle’s registration number on his motor insurance documents. This resulted in him not being able to tax his vehicle.backgroundMr S applied online through a comparison website for a m... (2 pages)View decision -
Decision Reference DRN4510745
13 Feb 2018 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs C complains about how One Call Insurance Services Limited responded when she found that her car wasn’t covered by her motor insurance policy. She wants it to indemnify her for the consequences.backgroundMrs C said she took out a new policy with One Call to begin wh... (2 pages)View decision -
Decision Reference DRN1630917
3 Oct 2019 EUI Limited Not upheldInsurance (excluding PPI)Mr J is unhappy EUI Limited had the incorrect vehicle registration number on his motorinsurance policy.backgroundThe background to this complaint, and my provisional findings, can be found in my provisional decision which I’ve attached below and which forms part of this final decision.In s... (3 pages)View decision -
Decision Reference DRN6921159
20 Jan 2020 Bank of Scotland Plc UpheldBanking and creditThis complaint is about a Halifax-branded mortgage Mr and Mrs S hold with Bank of Scotland plc. They’re unhappy with how Halifax behaved when a problem arose with the title registration of the mortgaged property. They say Halifax’s responses caused them undue stress and caused them to incu... (3 pages)View decision -
Decision Reference DRN-4695945
26 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4695945 The complaint Mr D complains about how Marshmallow Insurance Limited handled a claim against his motor insurance policy. Reference to Marshmallow includes its agents. What happened In summary, on 11 December 2022, Mr D was involved in an accident whilst driving. The repairs rep... (4 pages)View decision -
Decision Reference DRN-5671315
18 Sep 2025 Esure Services Limited Not upheldInsuranceDRN-5671315 The complaint Mr F has complained that Esure Services Limited failed to arrange a car insurance policy for him with the correct registration details. This left Mr F’s car uninsured for a period of time. What happened In November 2024 Mr F bought a car insurance policy with t... (3 pages)View decision
