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 130193 results
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Decision Reference DRN-6142533
17 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6142533 The complaint Miss L complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss L was approved for a Vanquis credit card in August 2025, with a £3,000 credit limit. Miss L says that this was irresponsibly lent to her. Miss L made a complaint to Vanquis... (3 pages)View decision -
Decision Reference DRN-6157686
17 Feb 2026 Embark Services Limited UpheldPensions and AnnuitiesDRN-6157686 The complaint Mr P has submitted several complaints, on behalf of Mrs P, about the administration of her self-invested personal pension (SIPP) by Embark Services Limited, trading as Embark Pensions (Embark). What happened Mrs P initially established her SIPP so she and her h... (10 pages)View decision -
Decision Reference DRN-6157168
17 Feb 2026 Embark Services Limited UpheldPensions and AnnuitiesDRN-6157168 The complaint Mr P has submitted several complaints about the administration of his self-invested personal pension (SIPP) by Embark Services Limited, trading as Embark Pensions (Embark). What happened Mr P initially established his SIPP so he and his wife could buy their bus... (10 pages)View decision -
Decision Reference DRN-5958460
17 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5958460 The complaint Mr P complains about the way Aviva Insurance Limited (Aviva) dealt with a claim he made under his motor insurance policy. What happened In September 2024, Mr P was involved in a motor incident, so he made a claim under his motor policy. Mr P’s car was repaired... (3 pages)View decision -
Decision Reference DRN-5884188
17 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5884188 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited didn’t handle a claim against her home insurance policy fairly. Mrs B is represented, but for ease of reading I will refer to Mrs B throughout. References to Admiral include the actions of its agents. What... (2 pages)View decision -
Decision Reference DRN-5961599
17 Feb 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-5961599 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened In November 2024, Miss H was supplied with a used car through a hire purchase agreement with Oodl... (4 pages)View decision -
Decision Reference DRN-5938164
17 Feb 2026 Propensio Finance Limited UpheldConsumer CreditDRN-5938164 The complaint Ms S complains about the outcome of a claim she made under s.75 of the Consumer Credit Act 1974 (CCA) to Propensio Finance Limited (Propensio). What happened In July 2023, Ms S purchased spray foam insulation from a company I’ll refer to as ‘V’. The total purch... (5 pages)View decision -
Decision Reference DRN-6048817
17 Feb 2026 MARSH LIMITED UpheldInsuranceDRN-6048817 The complaint Mr L complains about Marsh Ltd trading as Marsh Commercial (“Marsh”) and the sale of his commercial vehicle insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in ... (3 pages)View decision -
Decision Reference DRN-5938188
17 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5938188 The complaint Mrs T’s complained about how Intact Insurance UK Limited have dealt with the claim she made after cracks appeared in her property. What happened In 2022, Mrs T contacted Intact after she noticed cracks appearing in parts of her home. Intact started investigatin... (3 pages)View decision -
Decision Reference DRN-6116534
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6116534 The complaint Mr D complains Clydesdale Bank Plc trading as Virgin Money (Virgin) failed to send him certificates of interest despite requesting them multiple times. What happened Mr D explained he telephoned Virgin on 2 June 2025 to request the certificates of interest for ... (3 pages)View decision