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-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 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 -
Decision Reference DRN-4874715
10 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4874715 The complaint Mr and Mrs A complain that Barclays Bank UK PLC (Barclays) hasn’t been able to provide them with complete title deed documents for their property when their mortgage was settled in February 2023. They would like the original documents to be returned and compens... (4 pages)View decision -
Decision Reference DRN-1855749
30 Nov 2020 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-1855749 The complaint Mr P says Accredited Insurance (Europe) Limited unfairly declined a claim he made on his motor insurance policy as it believed his car was stolen as the result of fraud or deception. What happened Mr P says he left his car with a garage in September 2017 on the b... (2 pages)View decision -
Decision Reference DRN3495359
16 May 2017 Advantage Finance Ltd UpheldBanking and creditMr K is unhappy that Advantage Finance Ltd (Advantage) wouldn’t allow him to reject his car as faulty under his hire purchase agreement.backgroundIn April 2016 Mr K entered into a hire purchase agreement with Advantage. He used this agreement to acquire a used car from... (3 pages)View decision -
Decision Reference DRN5398462
28 Mar 2018 NRAM Limited Not upheldBanking and creditMr K has complained that NRAM Limited has refused to allow him to borrow back overpayments on his mortgage account. Mr K argues that this is unfair and breaches the terms of his contract with NRAM. backgroundMr K has a mortgage taken out in July 2007 with a busin... (3 pages)View decision -
Decision Reference DRN4022711
9 Dec 2016 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr M, on behalf of “firm C”, complains that Markerstudy Insurance Company Limited unfairly declined a claim he made on firm C’s motor insurance policy.backgroundOne of firm C’s vehicles was involved in an accident on 11 April 2016. On the same day Markerstudy asked... (2 pages)View decision -
Decision Reference DRN-3199752
10 Dec 2021 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3199752 The complaint Mr and Mrs D are unhappy that Aviva Life & Pensions UK Limited (Aviva) didn’t inform them that they’d taken over the policies and that they didn’t have the option to renew their policies at the end of the term. What happened Mrs D took out a level term assuran... (4 pages)View decision -
Decision Reference DRN-5525461
1 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5525461 The complaint Mr B complains that U K Insurance Limited trading as Darwin mishandled the cancellation of his motor insurance policy. What happened The subject matter of the insurance was an electric hybrid vehicle, first registered in 2012. Mr B acquired the vehicle in abou... (5 pages)View decision -
Decision Reference DRN7443165
27 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMs J and Mr K’s complaint is that Barclays Bank Plc (Barclays) neglected to tell them that when they entered into an arrangement to make interest-only payments on their mortgage, this would have an adverse effect on their credit files. The complaint has been conducted throughout by Ms J... (2 pages)View decision