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 130332 results
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Decision Reference DRN-6160519
23 Feb 2026 EUI Limited UpheldConsumer CreditDRN-6160519 The complaint Mr D complains he was given incorrect information about a default being applied to his credit file, in relation to an agreement he held with EUI Limited trading as Elephant (“Elephant”). What happened In September 2024, Mr D took out an insurance policy to ins... (4 pages)View decision -
Decision Reference DRN-6173305
23 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6173305 The complaint Mr R complains about the settlement he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) following a claim under his car insurance policy. What happened Mr R had a car insurance policy underwritten by Admiral. Following an accident, the insured v... (5 pages)View decision -
Decision Reference DRN-6173331
23 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6173331 The complaint Mr O complains that Vanquis Bank Limited (Vanquis) irresponsibly provided him with credit. What happened In 2017 Vanquis provided Mr O with a credit card with a limit of £500. By April 2019 the credit limit had increased to £2,250. While the card had been used... (4 pages)View decision -
Decision Reference DRN-5974941
23 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5974941 The complaint Ms W complains that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined her burglary insurance claim. What happened Ms W held a home insurance policy with Accredited. She raised a claim following a burglary at her home in July 2024 and said the ... (3 pages)View decision -
Decision Reference DRN-6061160
23 Feb 2026 East End Fair Finance Limited UpheldConsumer CreditDRN-6061160 The complaint Around April 2025, East End Fair Finance Limited trading as Fair Finance (Fair Finance) provided Mrs C with a loan of £600. It was a Fixed Sum loan agreement that had an APR rate of 320%, with interest and charges the total amount repayable was £990.90, repayab... (2 pages)View decision -
Decision Reference DRN-5910563
23 Feb 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5910563 The complaint Mr P complains that Capital One (Europe) plc recorded missed payments on his credit file when he was in a payment plan. What happened Mr P says that he entered into payment plans with Capital One in August 2024 to pay off outstanding credit card balances on hi... (3 pages)View decision -
Decision Reference DRN-6015430
23 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6015430 The complaint Mr T has complained Nationwide Building Society won’t refund him for a transaction made using Apple Pay he didn’t authorise. What happened In August 2025 Mr T was overseas with his wife. He went to buy a couple of drinks from a street vendor. He was introduced ... (3 pages)View decision -
Decision Reference DRN-6115321
23 Feb 2026 Zurich Assurance Ltd UpheldInsuranceDRN-6115321 The complaint Mr L complains that Zurich Assurance Ltd declined a claim under an income protection policy. What happened Mr L holds income protection cover through his employer. The policy pays a benefit if Mr L is unable to work due to an illness or injury, and the deferre... (7 pages)View decision -
Decision Reference DRN-6172483
23 Feb 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6172483 The complaint Miss M complains that Advantage Insurance Company Limited unfairly cancelled her motor insurance policy. Miss M’s mum, Mrs M, has helped Miss M to bring her complaint. But, for simplicity, I will refer to Mrs M’s comments as being Miss M’s. Miss M’s policy is b... (5 pages)View decision -
Decision Reference DRN-6132950
23 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6132950 The complaint A partnership which I’ll refer to as M complains about what Aviva Insurance Limited did after it made a claim on its business protection insurance policy. What happened M is a farm business and has insurance with Aviva which includes cover for fatal injury to l... (2 pages)View decision