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
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Decision Reference DRN-3826051
25 Nov 2022 Care by Volvo Car UK Limited UpheldConsumer CreditDRN-3826051 The complaint Mr C complains that Care by Volvo Car UK Limited (CBVC) didn’t provide the service it should have regarding the delivery of a new car under his hire car agreement. What happened Mr C entered into a hire agreement for a new car in July 2021. The car was due to be d... (2 pages)View decision -
Decision Reference DRN-3210118
16 Dec 2021 One Call Insurance Services Limited Not upheldInsuranceDRN-3210118 The complaint Mr A complains that One Call Insurance Services Limited renewed his commercial motor insurance policy without his consent. He wants a refund of the premiums it took from his father, Mr D’s, credit card. Mr D is a named driver on Mr A’s, policy and is representing ... (2 pages)View decision -
Decision Reference DRN-3341656
22 Jul 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3341656 The complaint Mr P complains that a car he took on finance from Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented to him. Specifically, he says that he was not told that the Infotainment Pack that came with the car was a subscription service; after three year... (2 pages)View decision -
Decision Reference DRN-4769050
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4769050 The complaint Mr P complains that National Westminster Bank Plc closed his bank account without providing him with an explanation. Mr P is also unhappy that NatWest declined his application for a savings account and the service NatWest provided. Mr P says he has lost his job as... (4 pages)View decision -
Decision Reference DRN-4100290
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4100290 The complaint A company that I’ll refer to as R has complained about Aviva Insurance Limited’s decision to turn down its claim following the theft of an insured vehicle under its Mini Fleet insurance policy, on the basis it did not have an insurable interest in it. R is represe... (3 pages)View decision -
Decision Reference DRN3504139
15 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMrs S complains that Lloyds Bank plc unfairly closed her account and made a registration with a fraud prevention database, following a fraudulent payment being received into her account.backgroundMrs S had a current account with Lloyds. An international electronic transfer... (3 pages)View decision -
Decision Reference DRN-2819276
16 Jul 2021 Stewart Title Limited Not upheldInsuranceDRN-2819276 The complaint Mr and Mrs H’s complaint is about the refusal of a claim under a ‘limited or no title guarantee’ indemnity policy with Stewart Title Limited (“STL”). What happened Mr and Mrs H bought a property in January 2019. The property was not sold with full title guarantee,... (5 pages)View decision -
Decision Reference DRN-2788296
4 May 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2788296 The complaint Mr T complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to process an instruction to transfer his pension savings to another provider in a timely manner. As a result he says that the value of his pension savings fell and so he has suffered... (5 pages)View decision -
Decision Reference DRN-4285348
6 Mar 2024 Cofunds Limited Not upheldInvestmentsDRN-4285348 The complaint Mr G has complained that Cofunds Limited, trading as Aegon (‘Cofunds’), delayed the transfer of his ISA account to another platform. What happened In November 2022 Mr G requested the transfer of his ISA account from Cofunds to another platform provider. Upon compl... (6 pages)View decision -
Decision Reference DRN-5721366
17 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5721366 The complaint Mrs R complains about the hire purchase agreement she signed up to for the supply of a car from CA AUTO FINANCE UK LTD (“CA”). What happened Mrs R has been represented in bringing her complaint to our service by her husband, but I will always refer to Mrs R her... (4 pages)View decision