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 4361 results
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Decision Reference DRN-3756935
31 Oct 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3756935 The complaint Mr A complains that Admiral Insurance Company Limited didn’t honour the uninsured driver promise when he made a claim on his motor insurance policy. He wants a refund of his policy excess. What happened Mr A’s car was hit by another driver. The driver was uninsure... (2 pages)View decision -
Decision Reference DRN-3228920
18 Jan 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3228920 The complaint Mr C complains about the charge for excess mileage that Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, has made after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. He also complain... (6 pages)View decision -
Decision Reference DRN-1144949
14 May 2020 The Royal Bank of Scotland Plc UpheldMortgagesDRN-1144949The complaintMr P complains that The Royal Bank of Scotland Plc ("RBS") have acted unfairly and unreasonably by losing the deeds to his commercial property. He wants compensation. What happenedMr P had a commercial property, which he mortgaged with RBS in 1988. Mr P ex... (2 pages)View decision -
Decision Reference DRN-5163483
27 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5163483 The complaint Mr R is unhappy that Domestic & General Insurance Plc (D&G) declined his claim for a damaged mobile phone under his extended warranty insurance. What happened Mr R took out the extended warranty in January 2024. D&G is the underwriter on the policy.... (2 pages)View decision -
Decision Reference DRN1202630
1 Oct 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L complains that Advantage Insurance Company Limited delayed in dealing with a claim against his motor insurance made by a third party, and that he was provided with poor customer service.background Mr L insures his car with Advantage – although he deals with another... (2 pages)View decision -
Decision Reference DRN9493473
30 Sep 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs T complains that Royal & Sun Alliance Insurance Plc (RSA) unfairly voided her motor insurance policy. She wants it to deal with her claim. backgroundMrs T bought car insurance from RSA for a car which was purchased in the name of a family member as Mrs T could not get finance in ... (2 pages)View decision -
Decision Reference DRN2121984
12 Apr 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr W’s complaint is about the way Aviva Insurance Limited calculated the refund of premiums when he made some changes to his motor insurance policy.background Mr W made a number of changes to his multi-car policy, some of which entitled him to a refund of premi... (2 pages)View decision -
Decision Reference DRN-1313762
26 May 2020 Barclays Bank UK PLC Not upheldMortgagesDRN-1313762 The complaintMrs and Mr B have complained that Barclays Bank UK PLC failed to return their original title deeds after they redeemed their mortgage. What happenedI won’t go into detail about the background of the complaint as it has become very protracted and muddled, and to try... (2 pages)View decision -
Decision Reference DRN-4038193
20 Apr 2023 U K Insurance Limited UpheldInsuranceDRN-4038193 The complaint Mrs B is unhappy because UK Insurance Limited (UKI) sent her motor insurance documentation to an incorrect address. What happened Mrs B contacted UKI to both change the vehicle and amend the address on her motor insurance policy. Follo... (2 pages)View decision -
Decision Reference DRN7748765
2 Jun 2016 Pearson Jones Plc Not upheldInvestment and pensionsMr and Mrs B complain that Pearson Jones Plc (trading as Parnell Fisher Child) took too long to carry out the fund switches it had recommended in May 2011. They consider that there were unacceptable delays in processing the fund switches that had been agreed which r... (5 pages)View decision
