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 4790 results
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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 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-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 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 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-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 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-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 DRN9688410
8 Jan 2015 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T complains that Acromas Insurance Company Limited declined his claim made on his Breakdown Repair Cover (BRC) policy. He seeks a contribution towards the cost of his repairs. backgroundMr T’s van had a breakdown due to problems with the head gasket and turbo and he had it repaired.... (3 pages)View decision -
Decision Reference DRN9614927
7 Apr 2014 Aviva Insurance Limited Not upheldPayment protection insurance (PPI)Mr G complains that Aviva Insurance Limited (Aviva) has declined his claim for the payment of unemployment benefit, made under the terms of a payment protection insurance (‘PPI’) policy taken out to cover a loan in 2010.backgroundAt the time of taking out the policy, Mr G worked for... (2 pages)View decision