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 393318 results
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Decision Reference DRN-5852406
1 Oct 2025 First Central Underwriting Limited UpheldInsuranceDRN-5852406 The complaint Miss E and her representative complain that First Central Underwriting Limited (First Central) unfairly declined to settle a claim on her motor insurance policy. What happened Miss E took out a motor insurance policy with First Central. Her car was involved in... (3 pages)View decision -
Decision Reference DRN-5707762
1 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5707762 The complaint Miss K has complained about how Domestic & General Insurance Plc (D&G) dealt with claims under her appliance warranty. Miss K is represented in this complaint by Mrs K, who I will also refer to in my decision. What happened Miss K’s washing machine re... (3 pages)View decision -
Decision Reference DRN-5805229
1 Oct 2025 British Gas Insurance Limited UpheldInsuranceDRN-5805229 The complaint Mrs K is unhappy with the workmanship carried out by British Gas Insurance Limited (“British Gas”) under her homecare policy. What happened Both parties have a similar understanding of the circumstances. When a British Gas engineer attended Mrs K’s home to rect... (2 pages)View decision -
Decision Reference DRN-5852242
1 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5852242 The complaint J, a limited company, complains UK Insurance Limited trading as NIG (“UKI”) has unfairly declined a claim, for malicious damage, it made on its commercial property insurance. J is being represented in bringing this complaint by one of its directors. However, fo... (4 pages)View decision -
Decision Reference DRN-5823402
1 Oct 2025 Covea Insurance plc Not upheldInsuranceDRN-5823402 The complaint Mr F complains that Covea Insurance plc (Covea) avoided his motor insurance policy and declined his claim. What happened In November 2023, Mr F took out a motor insurance policy via a third-party who I’ll refer to as S. For the period in question, Mr F’s motor... (7 pages)View decision -
Decision Reference DRN-5852479
1 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5852479 The complaint Mrs C complains about the way in which Domestic & General Insurance Plc (DGI) handled and settled a claim she made under her appliance protection policy. What happened The background to this complaint and my initial conclusions were set out in my provision... (6 pages)View decision -
Decision Reference DRN-5819646
1 Oct 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5819646 The complaint Mr R complains Propel Holdings (UK) Limited trading as Quid Market irresponsibly lent to him. What happened Mr R took out four loans with Quid Market as follows: Loan Number Loan Amount Agreement date Repayment date No. of monthly instalments Monthly repaymen... (9 pages)View decision -
Decision Reference DRN-5840978
1 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5840978 The complaint Mrs B has complained about the amount U K Insurance Limited (UKI) offered in settlement of a claim made under her personal motor insurance policy. Mrs B is being represented on this complaint by her husband, Mr B. What happened The details of the complaint are ... (2 pages)View decision -
Decision Reference DRN-5822935
1 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5822935 The complaint Mr and Mrs O’s complaint is, in essence, that [full business name] (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against ... (3 pages)View decision -
Decision Reference DRN-5661533
1 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5661533 The complaint Mr W has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under his home insurance policy. References to Aviva include companies acting on its behalf. What happened Mr W made a claim for storm damage. The same day, Aviva declined the ... (3 pages)View decision