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 4755 results
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Decision Reference DRN-1690223
3 Sep 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1690223The complaintMr C complains about the way in which Volkswagen Financial Services (UK) Limited dealt with a parking fine for a car which was supplied to him under a hire agreement. What happenedMr C complains that VWFS paid a £60 Penalty Charge Notice (PCN) when it shouldn’t have... (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 DRN2397336
20 Mar 2018 BMW Financial Services (GB) Limited UpheldBanking and creditMr H complains the description of the vehicle he acquired through a hire purchase agreement provided by BMW Financial Services (GB) Limited (“BMW”) was misrepresented. He says he was told the vehicle was new when it wasn’t. He wants to reject the vehicle and cancel ... (3 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 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 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-5662993
16 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5662993 The complaint Mr P is unhappy with the information given by Domestic & General Insurance Plc (“D&G”) when he registered and bought extended cover for his appliances. What happened The background to this complaint is well-known to both parties, so I’ve summarised what... (3 pages)View decision -
Decision Reference DRN-3185770
18 Jan 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3185770 The complaint Mrs H complains about delays and difficulties registering a Power of Attorney (POA) arrangement with National Savings and Investments (NS&I). What happened In May 2020 a POA document that appointed Miss H as an attorney for Mrs H was sent to NS&I. Miss H,... (3 pages)View decision