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 DRN-3164989
6 Dec 2021 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3164989 The complaint Miss W complains about Royal & Sun Alliance Insurance Limited (RSA) declining her motor insurance claim and avoiding her policy, in respect of a stolen vehicle. References to RSA include their agents who administer the policy. What happened Miss W took out a m... (3 pages)View decision -
Decision Reference DRN7352276
8 Jan 2020 Santander UK Plc UpheldBanking and creditMs O complains, via a representative (H), about Santander UK Plc (“Santander refusing to register an enduring Power of Attorney on her account without additional information. Ms O wants Santander to register her attorney without the additional information. background Ms O is a longstanding... (3 pages)View decision -
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 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 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 DRN-4557740
22 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4557740 The complaint Mrs M complains that Barclays Bank UK PLC trading as Barclaycard recorded a default on her credit file. She’s also unhappy about the customer service she received when she contacted the bank. What happened Mrs M held a credit card account with Barclaycard. She mis... (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 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 DRN-3278077
13 Apr 2022 Oplo PL Ltd UpheldConsumer CreditDRN-3278077 The complaint Mr H complains that Oplo PL Ltd are not reporting things correctly on his credit file. What happened This complaint surrounds a personal loan that Mr H took out in 2018. In 2020, he fell behind on the repayments. In November 2020, Mr H was approved to enter into a... (3 pages)View decision -
Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision
