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 DRN1862417
18 Mar 2015 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr Q complains that Tesco Underwriting Limited treated his motor insurance policy as if it did not exist from the start (voided it) and declined to deal with his claim due to misrepresentation of the owner and registered keeper of his car. He also says that its dela... (2 pages)View decision -
Decision Reference DRN7950655
29 Mar 2016 esure Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that esure Insurance Limited settled a third party’s claim against his motor insurance policy.backgroundIn January 2015, a third party made a claim against Mr A’s policy. The third party said that Mr A had damaged her car. She had a statement from ... (4 pages)View decision -
Decision Reference DRN-4811770
7 Aug 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4811770 The complaint Miss D has complained about the way Ageas Insurance Limited trading as Ageas dealt with a claim she made under her car insurance policy. What happened Miss D was involved in an incident and her car was damaged. She reported the incident to her insurer Ageas. M... (4 pages)View decision -
Decision Reference DRN-4328904
10 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4328904 The complaint Mr J complains that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened In early 2022, Mr J had a car. He insured it on a comprehensive policy for the year from 1 March 2022. The policy was in the name of an insurance i... (4 pages)View decision -
Decision Reference DRN-5175773
28 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5175773 The complaint Mr S complains about problems renewing his car insurance policy provided by First Central Underwriting Limited. During the events of this complaint, First Central Underwriting Limited were known by its previous registered company name of Skyfire Insurance Comp... (3 pages)View decision -
Decision Reference DRN4051969
20 Mar 2014 Santander UK Plc Not upheldBanking and creditMrs and Ms C complain that Santander UK plc defaulted their account and passed it to a debt collection agency even though they had been keeping to a payment agreement. They are being asked immediately to repay the full overdraft on the account. background Mrs and Ms C’s joint curre... (2 pages)View decision -
Decision Reference DRN-5781261
28 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781261 The complaint Miss S complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance. References to AXA include other organisations and individuals acting on its behalf. What happened Miss S had motor insurance underwritten by AXA. Her car was hit by... (4 pages)View decision -
Decision Reference DRN7218463
27 Mar 2019 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr B says Alliance Trust Savings Limited (“ATS”) unnecessarily delayed transferring his Self-Invested Personal Pension (SIPP). backgroundA brief summary of the circumstances leading to this complaint, and my initial conclusions, were set out in my provisional decision, a... (5 pages)View decision -
Decision Reference DRN1948568
22 May 2015 Barclays Bank Plc UpheldBanking and creditMr A complains that Barclays Bank Plc refuses to remove the default it has registered on his account. He complains that this is unfair as he never received the appropriate documents to tell him that Barclays was closing the account never mind to tell him it was g... (3 pages)View decision -
Decision Reference DRN0564413
11 Jul 2013 Santander UK Plc UpheldBanking and creditDEF Ltd (not the company’s real name) has said Santander UK Plc is wrong to hold it responsible for a number of transactions which occurred on its account. backgroundOur adjudicator agreed. She did not think DEF Ltd had either authorised the transactions or been grossly negligent with its... (1 page)View decision
