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 4323 results
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Decision Reference DRN-5298849
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5298849 The complaint Mr L has complained about an excess mileage charge, following the end of his car finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened Mr L entered into a hire agreement for a new car. He ret... (2 pages)View decision -
Decision Reference DRN-1991217
23 Jul 2020 esure Insurance Limited Not upheldInsuranceDRN-1991217 The complaintMr A complains that esure Insurance Limited is involved with incorrectly recording that his car has been written off when it hasn’t been. What happenedWhen Mr A tried to sell his car a dealer told him his insurer had recorded the car as having been written off. He... (2 pages)View decision -
Decision Reference DRN1765588
27 Apr 2017 Mortgage Express Not upheldBanking and creditMs J complains that Mortgage Express made several errors in the administration of her accounts. Ms J would like to be compensated for those errors.background Ms J wrote to Mortgage Express to make the following complaints: Mortgage Express wrote to her at one of her p... (2 pages)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN8601201
6 Mar 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint is that U K Insurance Limited’s breakdown agent effectively stole her car and she wants the scrap value of £750. backgroundMs J’s car broke down so she called for assistance under her breakdown policy. The car was taken to her home address because garages were closed ... (2 pages)View decision -
Decision Reference DRN2152158
22 Jul 2020 RCI Financial Services Limited UpheldBanking and creditThe complaint Mr H’s complaint is about a car he has been financing through an agreement with RCI Financial Services Limited, trading as Nissan Finance (“Nissan”). He says the vehicle identification was incorrect. Whilst I understand Mr H has been represented throughout this complaint I wi... (2 pages)View decision -
Decision Reference DRN4660699
30 Nov 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)P, a limited company, complains that Covea Insurance plc declined a claim on its commercial motor insurance policy. P is represented in this matter by Mr M, its director.backgroundMr M said his daughter and employee, Miss G’s, car was stolen from a car park. But ... (2 pages)View decision -
Decision Reference DRN-3557763
21 Apr 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3557763 The complaint Mr M and Mrs M are unhappy with the service provided by Financial Administration Services Limited (Fidelity) following the transfer of their stocks and shares Individual Savings Account (ISA). What happened Mr M and Mrs M held an ISA with company L. Mrs M had prov... (3 pages)View decision -
Decision Reference DRN-2789550
18 Jun 2021 Skyfire Insurance Company Limited Not upheldInsuranceDRN-2789550 The complaint Miss G complains about how Skyfire Insurance Company Limited dealt with her claim, when her parked car was hit by an unidentified vehicle. And that the incident was recorded as a fault claim against her policy. What happened Miss G had comprehensive motor insuranc... (3 pages)View decision -
Decision Reference DRN-4999688
18 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4999688 The complaint Mr F complains that Vanquis Bank Limited (“Vanquis”) failed to properly administer a new account opening, allowing a fraudster to use his details which negatively affected his credit standing. What happened In late 2023, Mr F became aware that a new credit acco... (3 pages)View decision
