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 4373 results
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Decision Reference DRN-5580615
28 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580615 The complaint Mrs F complains about how Aviva Insurance Limited handled, settled and recorded a claim made on her motor insurance policy. She wants it to change its systems and to amend how the claim is recorded. Mrs F is represented in this matter by Mr F. What happened Mr... (2 pages)View decision -
Decision Reference DRN3773016
30 Aug 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr C’s unhappy that Royal & Sun Alliance Insurance Plc (trading as More Th>n) has declined a claim on his motor insurance policy. backgroundMr C says he bought a car privately from a seller for £13,500 on 5 January 2019. The following day it was stolen from his driveway. The police ... (2 pages)View decision -
Decision Reference DRN5667576
18 Dec 2014 One Insurance Limited UpheldInsurance (excluding PPI)Mr W complains that One Insurance Limited has voided his motor insurance policy and declined to deal with a claim under it. backgroundMr W sought to take out a motor insurance policy online and he was asked who was the owner and registered keeper of the vehicle. He selected the answer... (3 pages)View decision -
Decision Reference DRN-2968881
1 Sep 2021 Sabre Insurance Company Limited UpheldInsuranceDRN-2968881 The complaint Miss T has complained that Sabre Insurance Company Limited cancelled her motor insurance policy due to a misrepresentation of its year of manufacture. What happened Miss T bought a new car in 2019 and took ownership of it in February 2020. She then took out a moto... (3 pages)View decision -
Decision Reference DRN-3492038
6 Sep 2022 Leeds Building Society Not upheldMortgagesDRN-3492038 The complaint Mrs H complains that Leeds Building Society wrongly included land near to her property in its charge when she re-mortgaged. She asks that it compensates her for the costs involved in releasing the land from the charge. What happened Mrs H re-mortgaged with Leeds i... (2 pages)View decision -
Decision Reference DRN-4231361
11 Jul 2023 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-4231361 The complaint Mr C complains that Markerstudy Insurance Company Limited (Markerstudy) unfairly declined to deal with a non-fault claim due to a breach of a mileage endorsement, under his motor insurance policy. What happened Mr C says he was involved in a car accident where a t... (3 pages)View decision -
Decision Reference DRN4784312
3 Oct 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that CIS General Insurance Limited cancelled the motor insurance policy she had set up for her son without first giving her notice of its intention to do so. She would like CIS to acknowledge that it shouldn’t have taken this action. backgroundIn October 2013 Mrs G deci... (2 pages)View decision -
Decision Reference DRN-1801452
4 Nov 2020 Nationwide Building Society UpheldMortgagesDRN-1801452 The complaint Miss B has complained that Nationwide Building Society (Nationwide) incorrectly recorded her address with a credit reference agency and sent correspondence addressed to her to those incorrect addresses. To settle the complaint Miss B is asking for compensation of ... (3 pages)View decision -
Decision Reference DRN6316861
16 Sep 2019 Ald Automotive Limited Not upheldBanking and creditMrs S is unhappy that under her contract hire agreement she has with Ald Automotive Limited (Ald). It settled a parking charge without giving her the opportunity to appeal it.backgroundMrs S is represented, for ease any comments or actions done by the representative will be referred to as ... (3 pages)View decision -
Decision Reference DRN5622035
23 Sep 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains that Admiral Insurance Company Limited wrongly declined to apply an uninsured driver promise to a claim he made on his motor insurance policy. backgroundMr W was told by the police on 30 October 2018 that his parked car had been damaged in a ‘hit and run’ accident. The polic... (2 pages)View decision
