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 4777 results
-
Decision Reference DRN6932521
26 Sep 2018 Yorkshire Building Society Not upheldBanking and creditMr and Mrs W complain that the pre-registration documents of title to their house were damaged and destroyed by flooding while in the custody of their mortgagee Yorkshire Building Society. backgroundMr and Mrs W bought their property in 2003 with a mortgage loan from ... (3 pages)View decision -
Decision Reference DRN-5207218
21 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5207218 The complaint T and Mr D (“the complainants”) complain that Aviva Life & Pensions UK Limited delayed payment of the surrender value of a whole life with profits policy, incurring a loss. They seek payment of the difference between the value received and the value given w... (3 pages)View decision -
Decision Reference DRN3323391
3 Mar 2020 Covea Insurance plc Not upheldInsurance (excluding PPI)Miss S complains about the level of service provided by Covea Insurance plc under her motor insurance policy following an accident. She wants a refund of her policy excess, her car radio repaired and compensation.backgroundCovea took Miss S’s car for repairs following an accident. But Miss... (3 pages)View decision -
Decision Reference DRN9848758
25 Apr 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr D complains that a car he purchased on finance from Santander Consumer (UK) Plc was of unsatisfactory quality and misrepresented at the time of sale.backgroundMr D purchased the car under a conditional sale agreement in January 2012. He had some problems with the car after the purch... (3 pages)View decision -
Decision Reference DRN2313378
26 Apr 2013 The Co-operative Bank Plc Not upheldBanking and creditMr V complains about the actions of the Co-operative before and after he set up a new payment plan for his credit card debt. In particular, he questioned registration of a default and whether the bank’s actions amounted to harassment within the terms of Section 40 of the Administration of... (5 pages)View decision -
Decision Reference DRN-3627637
8 Aug 2022 U K Insurance Limited Not upheldInsuranceDRN-3627637 The complaint Mrs R had motor insurance underwritten by U K Insurance Limited trading as Churchill Insurance (UKI). She complains about how UKI dealt with a claim on her policy. What happened Mrs R’s car was involved in an accident. UKI, on the advice of its engineer, decided t... (5 pages)View decision -
Decision Reference DRN6810901
2 Feb 2016 National Westminster Bank Plc UpheldBanking and creditMs K’s complains that: that National Westminster Bank Plc ( National Westminster) behaved incorrectly during and after her divorce proceedings in respect of a mortgaged property, and that this has given her a lot of difficulties; that her own mortgage application ... (9 pages)View decision -
Decision Reference DRN0992886
31 Mar 2019 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs B complain Barclays Bank UK PLC hasn’t returned all their deeds after they redeemed their mortgage.background When Mr and Mrs B complained to Barclays it wasn’t able to locate any of older documents Mr and Mrs B had described. It received title documents f... (2 pages)View decision -
Decision Reference DRN6380239
28 May 2013 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr V has complained about the level of customer service he received from Acromas Insurance Company Limited following a claim under his motor insurance policy. Specifically, he is unhappy that (i) it immediately assumed that his vehicle would be deemed a total loss and (ii) after decidi... (2 pages)View decision -
Decision Reference DRN-5875135
27 Oct 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5875135 The complaint Mr and Mrs A complain that Kensington Mortgage Company Limited sent them a letter about their mortgage in an unsealed envelope. What happened Mr and Mrs A used to have a mortgage with Kensington. They recently received a letter from Kensington about the commiss... (2 pages)View decision