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
-
Decision Reference DRN-6098977
11 Feb 2026 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6098977 The complaint Mr P is unhappy Secure Trust Bank Public Limited Company trading as V12 Vehicle Finance (V12) terminated his hire purchase agreement for a car. What happened In August 2024, Mr P took out a hire purchase agreement from V12 to pay for a used car. V12 provided ar... (5 pages)View decision -
Decision Reference DRN-5938261
11 Feb 2026 Scottish Widows Schroder Personal Wealth (ACD) Limited UpheldInvestmentsDRN-5938261 The complaint The O C Trust (‘the trust’) complains about the way Scottish Widows Schroder Personal Wealth (ACD) Limited trading as Schroders Personal Wealth (‘SPW’) administered its account. This complaint was referred to us by a trustee who I’ll call Mr C. Mr C and his fell... (5 pages)View decision -
Decision Reference DRN-6107578
11 Feb 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6107578 The complaint Miss M is unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) didn’t fully accept her household warranty claim. She’s also unhappy with the delays caused and the service provided by Red Sands. Any reference to Red Sands includes all its agents... (4 pages)View decision -
Decision Reference DRN-6087095
11 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6087095 The complaint Mr C complains that U K Insurance Limited trading as NIG (‘UKI’) unfairly voided his property owner’s insurance policy and declined to cover a claim he made. What happened The details of the claim are well known to both parties, so I won’t repeat them again he... (5 pages)View decision -
Decision Reference DRN-6145825
11 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6145825 The complaint Miss F and Mr J complain about how esure Insurance Limited have dealt with their claim for subsidence at their property, in particular that the schedule of works prepared doesn’t cover all the work their surveyor has said is required. What happened Miss F and M... (7 pages)View decision -
Decision Reference DRN-6145555
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6145555 The complaint Mr S complains about a car supplied under a personal contract purchase agreement (‘PCP’), provided by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Financial Services (‘MBFS’). What happened Around December 2024 Mr S acquired a new car u... (5 pages)View decision -
Decision Reference DRN-6146676
11 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6146676 The complaint Mrs B complains AXA Insurance UK Plc unfairly declined a claim against her home insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-6056305
11 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6056305 The complaint Mrs M has complained about the poor handling of her claim for repairs when she made a claim to Admiral Insurance (Gibraltar) Limited under her car insurance policy. What happened Mrs M’s car was stolen and recovered on the same day by police in December 2024. M... (3 pages)View decision -
Decision Reference DRN-6146249
11 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6146249 The complaint Mrs T complains that esure Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017. In late April 2023, Mrs T borrowed £11,000.00 fro... (6 pages)View decision -
Decision Reference DRN-6054675
11 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6054675 The complaint Mrs G complains about what she describes as disability discrimination and a lack of support from Nationwide in relation to her overdraft. Mrs G says Nationwide failed to provide proper help and support when she reached out to it for help and it has continued to... (6 pages)View decision