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-4211137
5 Jul 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4211137 The complaint Mr F complains Aviva Insurance Limited unfairly declined his claim when his car was stolen. Mr F is represented in this matter by his sister, Miss F. For ease, I’ll refer to Mr F throughout this decision. Any reference to Aviva includes its agents. What happened O... (4 pages)View decision -
Decision Reference DRN3879505
20 Mar 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr Z has complained about Calpe Insurance Company Limited’s decision to settle a third party claim under his motor insurance policy.backgroundMr Z bought a motor policy with Calpe. Calpe received a claim from another driver for personal injury and repairs to their car. ... (3 pages)View decision -
Decision Reference DRN6932521
26 Sep 2018 Yorkshire Building Society Not upheldBanking and creditMr and Mrs W complain that the pre-registration documents of title to their house were damaged and destroyed by flooding while in the custody of their mortgagee Yorkshire Building Society. backgroundMr and Mrs W bought their property in 2003 with a mortgage loan from ... (3 pages)View decision -
Decision Reference DRN-5207218
21 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5207218 The complaint T and Mr D (“the complainants”) complain that Aviva Life & Pensions UK Limited delayed payment of the surrender value of a whole life with profits policy, incurring a loss. They seek payment of the difference between the value received and the value given w... (3 pages)View decision -
Decision Reference DRN-4559096
15 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4559096 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited wouldn’t agree to cover damage to their vehicle after they made a motor insurance claim. What happened In 2012, Mr and Mrs H took out a multi-car insurance policy from Admiral, which they renewed ann... (5 pages)View decision -
Decision Reference DRN9848758
25 Apr 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr D complains that a car he purchased on finance from Santander Consumer (UK) Plc was of unsatisfactory quality and misrepresented at the time of sale.backgroundMr D purchased the car under a conditional sale agreement in January 2012. He had some problems with the car after the purch... (3 pages)View decision -
Decision Reference DRN3323391
3 Mar 2020 Covea Insurance plc Not upheldInsurance (excluding PPI)Miss S complains about the level of service provided by Covea Insurance plc under her motor insurance policy following an accident. She wants a refund of her policy excess, her car radio repaired and compensation.backgroundCovea took Miss S’s car for repairs following an accident. But Miss... (3 pages)View decision -
Decision Reference DRN2313378
26 Apr 2013 The Co-operative Bank Plc Not upheldBanking and creditMr V complains about the actions of the Co-operative before and after he set up a new payment plan for his credit card debt. In particular, he questioned registration of a default and whether the bank’s actions amounted to harassment within the terms of Section 40 of the Administration of... (5 pages)View decision -
Decision Reference DRN-3627637
8 Aug 2022 U K Insurance Limited Not upheldInsuranceDRN-3627637 The complaint Mrs R had motor insurance underwritten by U K Insurance Limited trading as Churchill Insurance (UKI). She complains about how UKI dealt with a claim on her policy. What happened Mrs R’s car was involved in an accident. UKI, on the advice of its engineer, decided t... (5 pages)View decision -
Decision Reference DRN8366495
6 Nov 2019 Brightside Insurance Services Limited UpheldInsurance (excluding PPI)Mr E has complained that Brightside Insurance Services Limited renewed his car insurance policy for the wrong car. Mrs E, a named driver, was stopped by police for driving uninsured. She’s assisting her husband in his complaint.backgroundMr E bought a car insurance policy through a broker,... (3 pages)View decision