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-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-4902227
25 Sep 2024 BISL Limited Not upheldInsuranceDRN-4902227 The complaint Mr S complains that he was quoted a higher price for a motor insurance policy by BISL Limited (an intermediary) than had been quoted for it on a comparison website. What happened Mr S was quoted £371.51 for the policy on the comparison website to insure a brand... (2 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 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 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 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 DRN3682104
21 May 2018 Nationwide Building Society Not upheldBanking and creditMr B has challenged the validity of his mortgage to Nationwide Building Society.backgroundIn 2002 Nationwide issued a mortgage offer to Mr B. it offered to lend him £119,695. The mortgage offer dated 8 April 2002 is signed by both Mr B and Nationwide. On 23 August ... (3 pages)View decision -
Decision Reference DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 pages)View decision -
Decision Reference DRN8573144
12 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs T have complained about the validity of a mortgage contract with Barclays Bank Plc.backgroundMr and Mrs T were customers of Barclays, having granted a mortgage to Barclays taken out in 2008 as security for a loan. The loan was repaid in August 2014. In May 2014 Mr and Mrs T ... (3 pages)View decision
