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 4563 results
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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 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 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 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 DRN3394724
28 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that Bank of Scotland Plc (trading as Halifax) asked them to send documents containing personal data to an incorrect address. They consider they are at risk of identity theft and fraudulent transactions as a result.background As part of an application for a mortga... (1 page)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
