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-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-5844815
1 Dec 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5844815 The complaint Miss N complains about the way her motorcycle insurance policy was administered by Atlanta Insurance Intermediaries Limited (Atlanta) leading to her policy being cancelled. What happened The circumstances of this complaint will be well known to both parties and... (2 pages)View decision -
Decision Reference DRN-4189426
19 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4189426 The complaint Miss T complains that Aviva Insurance Limited mishandled her motor insurance policy. What happened The subject matter of the insurance policy and the complaint is a car first registered in about 2018. In about May 2022, Miss T bought the car. It had a number plate... (2 pages)View decision -
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 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 -
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-5798944
14 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5798944 The complaint Mrs G is unhappy with how UK Insurance (UKI) handled her car insurance claim. She thinks UKI should apply its uninsured driver promise and refund her policy excess. What happened Mrs G was involved in an accident when her car was hit by a trailer lorry. She s... (3 pages)View decision -
Decision Reference DRN8301636
3 Oct 2017 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the way Zenith Insurance plc dealt with a claim made against his car insurance policy.backgroundMr M bought a car insurance policy with Zenith. In December 2016 Zenith received a claim from a third party. They said Mr M’s car had been invo... (3 pages)View decision -
Decision Reference DRN-5978470
26 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5978470 The complaint Miss I complains that, owing to U K Insurance Limited’s (UKI) poor service she was unable to retain her cherished number plate (the plate) following a claim on her motor insurance policy. What happened Miss I’s lease car, which carried the plate, was stolen in ... (8 pages)View decision