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 DRN4512173
1 Oct 2019 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc won’t refund a large number of credit card payments that he says he neither made nor authorised. backgroundBetween August 2016 and December 2017 a number of payments were made from Mr D’s credit card account to five different, but linked, websit... (2 pages)View decision -
Decision Reference DRN2564490
5 Apr 2019 Bank of Ireland (UK) Plc Not upheldBanking and creditMr F complains that Bank of Ireland (UK) Plc (trading as Post Office Money) will not accept a certified copy of a Lasting Power of Attorney.To settle matters he’d like Post Office Money to accept the document he’s provided.backgroundMr F sent a certified copy of a la... (2 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 -
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 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-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 DRN1383620
22 Apr 2015 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr S complains about the level of service provided by One Call Insurance Services Limited with regard to his motor insurance policy. He seeks compensation for this.backgroundOn 18 May 2014 Mr S requested a quote for a commercial van policy which was set up by One Ca... (2 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