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 4385 results
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Decision Reference DRN-2684020
6 Apr 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2684020 The complaint Miss T complains that Mercedes-Benz Financial Services UK Limited applied unfair end of contract charges for damage to the vehicle she’d acquired on a finance agreement it supplied. She wants the charges to be cancelled. What happened Miss T tells us that she retu... (3 pages)View decision -
Decision Reference DRN-4160461
17 Jul 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4160461 The complaint Mr H complains that Skyfire Insurance Company Limited (Skyfire) avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr H took out a motor insurance policy with Skyfire after obtaining a quote for a new ... (3 pages)View decision -
Decision Reference DRN-5661346
15 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5661346 The complaint Miss K has complained that Admiral Insurance (Gibraltar) Limited rejected a theft claim she made under her car insurance policy. Admiral relied on its fraud term to decline the claim. What happened Miss K reported her car had been stolen to her insurer Admiral.... (3 pages)View decision -
Decision Reference DRN4228791
18 Oct 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr R is complaining that AXA Insurance UK Plc (‘AXA’) disposed of his car after he made a claim on his car insurance policy before he could recover his personalised number plate.backgroundMr R’s car was stolen from his house so he claimed for his loss under his ... (2 pages)View decision -
Decision Reference DRN7477391
15 Aug 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr B complains about end of contract charges and other issues he experienced when he terminated his agreement with Mercedes-Benz Financial Services UK Limited (MBFS).backgroundIn November 2015 Mr B was supplied with a car and entered into a contract purchase agreement with MBFS. The agreem... (2 pages)View decision -
Decision Reference DRN4520625
10 Sep 2019 1 Answer Insurance Services Ltd UpheldInsurance (excluding PPI)Mrs B has complained on behalf of her son Mr B about 1 Answer Insurance Services Ltd. He isn’t happy that his claim under his car insurance policy was turned down.backgroundMr B took out his car insurance policy through his broker 1 Answer. When his car was stolen in May 2018 his insurer t... (2 pages)View decision -
Decision Reference DRN-4534073
19 Jul 2024 KINTO U.K. Limited Not upheldConsumer CreditDRN-4534073 The complaint Mr B complains that KINTO U.K. Limited (“KINTO”) are holding him liable for additional road fund licence costs under a hire agreement he has with them. What happened In October 2021, Mr B ordered a car with a broker. On 24 August 2022, the broker e-mailed Mr B ... (3 pages)View decision -
Decision Reference DRN3752367
3 Jul 2019 Santander UK Plc UpheldPayment protection insurance (PPI)ComplaintMr and Mrs P say Santander UK Plc (trading at the time as Alliance & Leicester) mis-sold them a payment protection insurance (PPI) policy for their mortgage.BackgroundThis complaint is about a PPI policy taken out with a mortgage in late 1997. It was ... (3 pages)View decision -
Decision Reference DRN-4427069
27 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving reason... (2 pages)View decision -
Decision Reference DRN-1852052
25 Jan 2021 esure Insurance Limited Not upheldInsuranceDRN-1852052 The complaint Mr K says esure Insurance Limited didn’t deal properly with a claim he made on his motor insurance policy and that it repaired his car when it should have been written-off. What happened On 3 March 2020 Mr K’s car was damaged in an accident. He contacted esure whe... (2 pages)View decision
