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 4790 results
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Decision Reference DRN-2902976
19 Jul 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2902976 The complaint Mr R has complained that Barclays Bank UK Plc has told him that his title deeds comprise an electronic record. Mr R wants Barclays to provide him with his actual paper title deeds or to compensate him for these having been destroyed by the bank. What happened Mr R... (3 pages)View decision -
Decision Reference DRN-4044880
25 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4044880 The complaint Mr R complains that Lloyds Bank PLC has lost his deeds for a piece of land he owns. Mr R is represented by his son in law in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr R himself. What... (3 pages)View decision -
Decision Reference DRN-2942092
9 Sep 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2942092 The complaint Mr B complains he was unable to access his online account provided by Advanced Payment Solutions Limited (trading as Cashplus). What happened On 14 October 2019, Mr B contacted Cashplus querying why he didn’t have access to his online account. He complained to Cas... (3 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 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 DRN-5704033
30 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5704033 The complaint Ms R, who is represented by a professional representative (“PR”) complains that MotoNovo Finance Limited rejected her claim that a vehicle she acquired was misrepresented. What happened In May 2019 Ms R acquired a second-hand car funded by a hire purchase contr... (3 pages)View decision -
Decision Reference DRN-5595937
14 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5595937 The complaint X has complained about how Domestic & General Insurance Plc (D&G) dealt with several policies he has for a number of appliances. So that X understands as our decisions are published, that means I can only refer to D&G by name. I can’t refer to the dif... (8 pages)View decision -
Decision Reference DRN-2837357
17 Jun 2021 Cofunds Limited Not upheldInvestmentsDRN-2837357 The complaint Mr S complains about the transfer of his ISA by Cofunds Limited trading as Aegon, referred to as “Cofunds” or “the transferor”. He says Cofunds unnecessarily delayed his instructions to sell down and transfer his stocks and shares ISA to a new provider, referred t... (7 pages)View decision -
Decision Reference DRN-2640778
9 Mar 2021 The New India Assurance Company Limited UpheldInsuranceDRN-2640778 The complaint Mr O complains about how The New India Assurance Company Limited (New India) handled his car insurance claim following the involvement of his car in an accident. He’s also unhappy with the amount they paid out when his car was deemed a total loss. References to Ne... (7 pages)View decision