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-5844926
1 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-5844926 The complaint Miss N complains Ageas Insurance Limited (Ageas) didn’t agree to continue providing her with insurance under her motorcycle insurance policy following her changing her motorcycle’s registration. What happened The circumstances of this complaint will be well kno... (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 DRN7954311
9 Sep 2016 Kwik-Fit Insurance Services Ltd UpheldInsurance (excluding PPI)Mr W complained that Kwik-Fit Insurance Services Ltd got his car registration number wrong and so insured the wrong car under his motor insurance policy. backgroundMr W bought his policy from Kwik-Fit via an online motor insurance comparison website. When he had a car ... (2 pages)View decision -
Decision Reference DRN5000636
20 Dec 2018 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Mr H complains his car was impounded after it was found that Eldon Insurance Services Ltd had recorded the wrong registration number on his motor vehicle insurance policy. It then cost him £210 to have the car released. background Mr H applied for his policy online,... (2 pages)View decision -
Decision Reference DRN6170069
3 Feb 2018 Principal Insurance Limited Not upheldInsurance (excluding PPI)Mr O has complained that Principal Insurance Limited recorded the wrong registration details when he bought his motorcycle insurance policy. This led to him being stopped by police for driving without insurance. backgroundMr O bought a motorbike insurance policy through ... (3 pages)View decision -
Decision Reference DRN7100639
18 Jul 2016 Brightside Insurance Services Limited Not upheldInsurance (excluding PPI)Mr K has complained that Brightside Insurance Services Limited incorrectly recorded his car registration details when he bought his motor insurance policy.backgroundIn February 2016 Mr K filled in an online application before phoning Brightside to buy his policy. Brigh... (2 pages)View decision -
Decision Reference DRN-5402880
1 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5402880 The complaint Mr and Ms R have complained that Aviva Life & Pensions UK Limited incorrectly cancelled their critical illness with life cover policy. What happened In 2016, Mr and Ms R bought a joint critical illness policy and an income protection policy for Ms R only. ... (2 pages)View decision -
Decision Reference DRN-4114374
4 May 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4114374 The complaint Mrs N complains that due to an administration issue by Hastings Insurance Services Limited trading as Hastings Direct (Hastings), she was stopped by the Police for driving without insurance. What happened In October 2022 Mrs N changed the car insured under her mot... (2 pages)View decision -
Decision Reference DRN-4793821
16 May 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4793821 The complaint Mr and Mrs A complain that Scottish Widows Limited provided them with incomplete and inaccurate information about the steps they would need to follow in order to surrender a bond they held as trustees. As a result of the poor information they complain that the pay... (4 pages)View decision -
Decision Reference DRN-6076207
23 Jan 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6076207 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) mishandled a claim on his motor insurance policy. What happened For the year from 18 November 2022, Mr M had a motor policy with Marshmallow. Mr M and Marshmallow renewed the policy for the yea... (3 pages)View decision