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 4569 results
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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 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 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 -
Decision Reference DRN-4996936
7 Sep 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4996936 The complaint Mr T complains Yorkshire Building Society (“YBS”): - discriminated against him and failed to make reasonable adjustments as required by the Equality Act 2010 due to his disability - has failed to communicate effectively when it stopped sending monthly statemen... (14 pages)View decision -
Decision Reference DRN-4782151
12 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4782151 The complaint Mr K is unhappy with the service provided by Accredited Insurance (Europe) Ltd (AIE) following a claim he made on his classic car insurance policy. What happened Mr K took out classic car insurance with AIE. The policy booklet explained in the event of loss or dam... (4 pages)View decision -
Decision Reference DRN0802953
27 Feb 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr D complains that Tesco Underwriting Limited did not make a reasonable total loss offer for his motor vehicle when he made a claim under his motor insurance policy. He is also unhappy about its poor service and delay in settling his claim. background Mr D’s vehicle was stolen and he... (3 pages)View decision -
Decision Reference DRN6760737
12 Jan 2017 Santander UK Plc UpheldBanking and creditMrs and Mr B complain that Santander UK Plc won’t send their house deeds to the Land Registry, so their property can be registered, before they pay off the final part of their mortgage. They would like Santander to explain why it originally led them to believe it... (2 pages)View decision -
Decision Reference DRN7571700
29 Jul 2020 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains about how Admiral Insurance Company Limited dealt with a claim againsthis motor insurance policy.backgroundThe background to this complaint was set out in my provisional decision of 21 May 2020, an extract of which is attached and forms part of this final decision, so I won’... (4 pages)View decision -
Decision Reference DRN-5440927
1 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5440927 The complaint Mr C complains U K Insurance Limited (UKI) declined his claim and avoided his motor insurance policy. He also complains it didn’t place the avoidance on hold as it said it would. What happened In March 2023 Mr C was unfortunately involved in an accident involvi... (4 pages)View decision
