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 392389 results
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Decision Reference DRN-6063936
17 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6063936 The complaint Mr A complains Admiral Insurance (Gibraltar) Limited unfairly declined a malicious damage claim under a Landlord insurance policy. What happened Mr A owns a property he rents to tenants. The property was insured by Admiral. Mr A claimed on the policy in 2024 fo... (3 pages)View decision -
Decision Reference DRN-6158238
17 Feb 2026 Brewin Dolphin Limited Not upheldInvestmentsDRN-6158238 The complaint Ms B has complained about the management of her investment portfolio held with Brewin Dolphin Limited (‘BD’) and the suitability of the discretionary service recommended to her. She feels that the returns she was promised haven’t been delivered and she’s been m... (27 pages)View decision -
Decision Reference DRN-6020119
17 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6020119 The complaint Mr F complains that esure Insurance Limited’s offer to settle a claim on his motor insurance is unfair. What happened Mr F had a motor insurance policy with esure. In November 2024, he was involved in a road accident when a delivery van collided with his car. H... (6 pages)View decision -
Decision Reference DRN-6158687
17 Feb 2026 Topaz Finance Limited Not upheldMortgagesDRN-6158687 The complaint Mr W complains that Topaz Finance Limited trading as Hyalite Mortgages hasn’t accepted a promissory note he sent it to pay his mortgage. He also complains that Hyalite isn’t his lender, because he didn’t agree to the mortgage being transferred from the previous... (2 pages)View decision -
Decision Reference DRN-6159264
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6159264 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr A appl... (4 pages)View decision -
Decision Reference DRN-6075617
17 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6075617 The complaint Miss H is unhappy with the car supplied under the hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (PFS). When I refer to what Miss H and PFS have said or did, it should also be taken to include thin... (5 pages)View decision -
Decision Reference DRN-6138934
17 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6138934 The complaint Mr T complains that Madison CF UK Limited trading as 118 118 Money irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In July 2025, Mr T applied for a £2,000 loan with 118 118 Money which was approved. He was required t... (3 pages)View decision -
Decision Reference DRN-6004363
17 Feb 2026 Quidie Limited Not upheldConsumer CreditDRN-6004363 The complaint Miss K complains that Quidie Limited t/a Fernovo (“Fernovo”) lent to her irresponsibly and that the loans were unaffordable. What happened In December 2022 Miss K received a loan from Fernovo (“loan was for £400; for a 97-day term; with an interest rate of 1,25... (5 pages)View decision -
Decision Reference DRN-6124882
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6124882 The complaint Miss S complains American Express Services Europe Limited defaulted her credit card account. For ease, I’ll refer to American Express and its agents, as American Express in this decision. What happened The background to this complaint is well known to both pa... (3 pages)View decision -
Decision Reference DRN-5677520
17 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5677520 The complaint Ms B is unhappy with the decision made by Aviva Insurance Limited (Aviva) when dealing with a claim under her caravan insurance policy. Aviva is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the clai... (3 pages)View decision