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-5909176
16 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-5909176 The complaint Miss C is complaining about the way U K Insurance Limited (‘UKI’) has handled a claim she made on her commercial property insurance policy. What happened In May 2024 Miss C contacted UKI to report a leak in a property she rents out and to look to claim for the ... (3 pages)View decision -
Decision Reference DRN-6155464
16 Feb 2026 First Holiday Finance Ltd UpheldConsumer CreditDRN-6155464 The complaint Mr and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (11 pages)View decision -
Decision Reference DRN-6152359
16 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6152359 The complaint Mr H complained about how Nationwide Building Society dealt with a fraudulent transaction on his account. What happened On 12 September 2024, there was a £466 debit to Mr H’s Nationwide credit card. It was to a car firm abroad. When Mr H saw this, he contacted... (8 pages)View decision -
Decision Reference DRN-6097926
16 Feb 2026 Lendable Ltd UpheldConsumer CreditDRN-6097926 The complaint Ms M complains that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened In November 2024, Ms M was supplied with a used car through a hire purchase agreement with Autolend. ... (5 pages)View decision -
Decision Reference DRN-6134012
16 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6134012 The complaint Miss A is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was misrepresented to her. Miss A has been represented during the claim and complaint process by Mr A. For eas... (5 pages)View decision -
Decision Reference DRN-6138661
16 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6138661 The complaint Miss R complains about Aviva Insurance Limited (“Aviva”) and the service they provided following the claim she made on her motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list th... (5 pages)View decision -
Decision Reference DRN-6056154
16 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6056154 The complaint Mrs S has complained that BMW FINANCIAL SERVICES (GB) LIMITED gave her car finance without carrying out sufficient checks. Had better checks been made it would’ve seen the agreement was unaffordable. What happened In April 2023, Mrs S entered into a hire purch... (8 pages)View decision -
Decision Reference DRN-6001811
16 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6001811 The complaint Mr G complained about how long it was taking AXA Insurance UK Plc to obtain a police report after he made a claim on his motor insurance policy. What happened Mr G was involved in an accident in 2022 in which a third party collided with his vehicle and fled the... (2 pages)View decision -
Decision Reference DRN-5945615
14 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5945615 The complaint Mr and Mrs C have complained about the service they received and the settlement from INTACT INSURANCE UK LIMITED (“Intact”) when they made a claim for subsidence damage to their property. What happened In 2022, Mr and Mrs C made a claim for subsidence damage to... (3 pages)View decision -
Decision Reference DRN-6075096
13 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6075096 The complaint Mrs B has complained about Accredited Insurance (Europe) Ltd’s (Accredited) service following a claim she made on her motor insurance policy. Mrs B’s policy is branded in the trading name of the insurance intermediary which offers it. Another insurance intermed... (5 pages)View decision