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 DRN8573144
12 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs T have complained about the validity of a mortgage contract with Barclays Bank Plc.backgroundMr and Mrs T were customers of Barclays, having granted a mortgage to Barclays taken out in 2008 as security for a loan. The loan was repaid in August 2014. In May 2014 Mr and Mrs T ... (3 pages)View decision -
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 DRN0170390
23 May 2013 Yorkshire Building Society Not upheldBanking and creditMr W complains that Yorkshire Building Society (“YBS”) bought his savings account and acquired his personal details from another account provider without his prior consent. He also complains that the re-registration procedure required by YBS was unnecessary and poorly managed, causin... (2 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 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-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-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 DRN3337620
30 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)J Ltd complained that Aviva Insurance Limited refused to pay their claim under their fleetmotor insurance policy after their car was stolen.backgroundAfter J Ltd’s car was stolen, they reported it to the police and made a theft claim to Aviva.However the police discovered that the car had ... (5 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 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