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 DRN1501785
11 Jan 2019 Western Provident Association Limited Not upheldInsurance (excluding PPI)Mr P is unhappy that Western Provident Association Limited did not tell him directly about its decision to exclude certain medical conditions from his policy.backgroundMr P’s wife works for an organisation that offers a group scheme medical insurance. In January last... (3 pages)View decision -
Decision Reference DRN-3686674
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3686674 The complaint Mr W1 complains Santander UK Plc (“Santander”) terminated access to his accounts following the registration of an Enduring Power of Attorney (“EPA”). Mr W1 is assisted in bringing this case by his Attorney, Mr W2. What happened Mr W1 made an EPA on 19 September 20... (3 pages)View decision -
Decision Reference DRN-4055264
30 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4055264 The complaint Mr B complains about AA Underwriting Insurance Company Limited (AAIC), and the valuation placed on his car after it was deemed a total loss. What happened Mr B held a motor insurance policy, underwritten by AAIC. Unfortunately, in July 2021, Mr B’s car was involve... (3 pages)View decision -
Decision Reference DRN4353692
30 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr T complains that he was mis-sold a payment protection insurance (“PPI”) policy when he took out a credit card with The Royal Bank of Scotland Plc (“RBS”).backgroundI set out the full background to this case in my provisional decision which I’ve attached here. It forms... (3 pages)View decision -
Decision Reference DRN-4062054
3 Apr 2023 National Savings and Investments Not upheldBanking and PaymentsDRN-4062054 The complaint Mr G complains National Savings and Investments (NS&I) provided poor customer service on multiple occasions. Mr G is represented by his father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being m... (4 pages)View decision -
Decision Reference DRN5140396
1 Aug 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr G complains about the end of lease charges Mercedes-Benz Financial Services UK Limited (“MBFS”) have asked him to pay to refurbish a car he returned to them.background Mr G has been represented throughout this case by his daughter Miss G but for ease I will refer to Mr G in this decisio... (3 pages)View decision -
Decision Reference DRN4415895
19 Sep 2019 IMPERIAL LAW PRACTITIONERS UpheldClaims ManagementMr A’s complained about Imperial Law Practitioners, trading as Amity Lawyers (Amity), and the handling of cases he instructed them to pursue on his behalf.backgroundMr A instructed Amity to pursue a number of matters for him. He’s complained Amity have acted unreasonably when dealing with ... (3 pages)View decision -
Decision Reference DRN8588179
31 Jul 2019 FirstRand Bank Limited UpheldBanking and creditMiss J complains that a car she has been financing through an agreement with FirstRand Bank Limited, trading as MotoNovo Finance (“MotoNovo”), was of unsatisfactory quality.backgroundMiss J took receipt of a used car in October 2018. She financed the deal through a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN5379777
5 Dec 2019 Santander UK Plc Not upheldBanking and creditMrs P complains about the policies and practices of Santander UK Plc in relation to registering powers of attorney.backgroundMrs P is represented in this complaint by her son Mr P. Mr P is concerned about the information Santander asked him to provide before it would act on his lasting pow... (3 pages)View decision -
Decision Reference DRN-5723817
18 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5723817 The complaint Mr S complained that Ageas Insurance Limited (“Ageas”) dealt unfairly with a claim made against his motor insurance policy. What happened In January 2025 Mr S received a text message and letter from Ageas. It told him a third party (“TP”) had been involved in a... (3 pages)View decision