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 4927 results
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Decision Reference DRN3201434
23 May 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr H complained about how CIS General Insurance Limited handled his total loss claim under his motor insurance policy. backgroundAfter Mr H’s car was damaged in an accident, CIS declared it uneconomic to repair and paid Mr H his car’s market value. CIS then sold hi... (2 pages)View decision -
Decision Reference DRN3888498
3 Sep 2013 Lancaster Insurance Services Limited UpheldInsurance (excluding PPI)Mr S complains that Lancaster Insurance Services Limited (“Lancaster”) incorrectly recorded his motor vehicle’s registration number on his motor insurance documents. This resulted in him not being able to tax his vehicle.backgroundMr S applied online through a comparison website for a m... (2 pages)View decision -
Decision Reference DRN0433995
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank Plc has unfairly registered adverse information about him, after his account was used by a third party to carry out a fraudulent cheque transaction. backgroundMr D was approached by a fellow student, whom he had recently met, and persuaded to provide h... (3 pages)View decision -
Decision Reference DRN-4716987
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716987 The complaint Mr G complains that due to an error made by Aviva Insurance Limited (Aviva) relating to his van insurance policy for his business, which I’ll refer to as M, he was stopped and detained by the Police for driving without insurance. Mr G, on behalf of his business M,... (3 pages)View decision -
Decision Reference DRN4510745
13 Feb 2018 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs C complains about how One Call Insurance Services Limited responded when she found that her car wasn’t covered by her motor insurance policy. She wants it to indemnify her for the consequences.backgroundMrs C said she took out a new policy with One Call to begin wh... (2 pages)View decision -
Decision Reference DRN1200098
5 Mar 2020 Renault Retail Group UK Limited Not upheldBanking and creditMiss O complains that a hire purchase agreement was mis-sold to her by Renault Retail Group UK Limited and that it incorrectly sent the registration for the car to her mother. She’s being helped with her complaint by her representative.backgroundMiss O and her mother went to a dealer in No... (3 pages)View decision -
Decision Reference DRN-6106111
26 Jan 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6106111 The complaint Mr P is unhappy that Domestic & General Insurance Plc (“D&G”) declined his insurance claim for his TV on the basis that it wasn’t registered with the manufacturer. What happened Mr P held an insurance policy with D&G covering various electronic dev... (4 pages)View decision -
Decision Reference DRN-3892952
26 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3892952 The complaint Mr L complains about Covea Insurance plc’s (“Covea”) delay in handling his car insurance claim which he says led to him having to pay higher premiums. What happened The background to this complaint is well known to both parties, so I won’t go over it in great deta... (3 pages)View decision -
Decision Reference DRN-5139827
13 Nov 2025 ReAssure Life Limited Not upheldInvestmentsDRN-5139827 The complaint Mr B, as a trustee of a trust he settled an investment bond in, complains that ReAssure Life Limited (ReAssure) failed to surrender on that bond when requested. What happened Mr B, along with his late wife, took out an investment bond in 2000 and placed it in ... (3 pages)View decision -
Decision Reference DRN2370663
13 Apr 2018 IGO4 Limited Not upheldInsurance (excluding PPI)Mr A complains that IGO4 Limited has taken over £200 as payment for a car insurance policy that it cancelled after a month. He doesn’t believe the cancellation was fair and would like a full refund.backgroundMr A set up the policy on 7 October 2016. On 17 October ... (2 pages)View decision