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 4777 results
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Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision -
Decision Reference DRN-4965581
11 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4965581 The complaint Mr U complains about his motor insurance policy with U K Insurance Limited. Reference to UKI includes its agents. What happened In summary, in November 2023, Mr U took out a motor insurance policy underwritten by UKI. Some months later, Mr U planned to change ... (3 pages)View decision -
Decision Reference DRN-5002652
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5002652 The complaint Mr T has complained about the market value Ageas Insurance Limited offered when it settled his claim as a total loss in October 2023. Mr T made a claim under his commercial van insurance policy. What happened In October 2023 Mr T made a claim for damage to his ... (5 pages)View decision -
Decision Reference DRN-4250435
12 Oct 2023 Volvo Car UK Limited Not upheldConsumer CreditDRN-4250435 The complaint Mr F complains that Volvo Car UK Limited trading as Care by Volvo UK (CVUK) unfairly charged him an excess mileage charge when his new car was delayed. What happened Mr F entered into a hire agreement with CVUK in May 2021. In February 2022, he told CVUK that he w... (3 pages)View decision -
Decision Reference DRN-5927971
5 Feb 2026 Insurance Factory Limited Not upheldInsuranceDRN-5927971 The complaint Mrs M has complained that INSURANCE FACTORY LIMITED trading as Lancaster Insurance Services (Lancaster) arranged the cancellation of the wrong car insurance policy. Mr M and Mrs M have provided submissions on the complaint. I will refer to Mrs M in my decision ... (3 pages)View decision -
Decision Reference DRN2542095
21 Jul 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs R is unhappy that Admiral Insurance Company Limited wants to recover from her the third party costs it’s paid out following a claim under her multi car motor insurance policy.backgroundMrs R rang Admiral to add insurance cover for her daughter to drive car A. But... (2 pages)View decision -
Decision Reference DRN3938427
21 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss A’s complained that U K Insurance Limited– trading as Churchill Insurance –refused to apply its uninsured driver promise under her motor insurance policy when she made a claim.Mr A is representing Miss A in her complaint.backgroundMiss A reported an incident to her... (2 pages)View decision -
Decision Reference DRN5805675
26 Sep 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Miss S has complained that Calpe Insurance Company Limited’s (“Calpe”) settled a claim under her motor insurance policy.backgroundMiss S had motor insurance with Calpe and Mr S was a named driver on her policy. Another driver reported that they’d been involved in an ... (2 pages)View decision -
Decision Reference DRN8094018
23 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMr E1, Mrs L and Mr E2 have complained that National Westminster Bank Plc failed to return their title deeds after they redeemed their mortgage. Mr E1 has conducted the complaint on behalf of all three complainants.backgroundIn 2005 Mr E1, Mrs L and Mr E2 (along ... (2 pages)View decision -
Decision Reference DRN-5293199
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5293199 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc (“RBS”) failed to ensure that the title to their property was registered in their name when they bought it with the assistance of a mortgage from RBS and RBS failed to warn them of it. What happened Mr a... (2 pages)View decision