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-6026656
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6026656 The complaint Miss E complains about end of lease charges Mercedes-Benz Financial Services UK Limited (MBFS) have asked her to pay. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (3 pages)View decision -
Decision Reference DRN-6128543
11 Feb 2026 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-6128543 The complaint Mr A complains about The National Farmers' Union Mutual Insurance Society Limited’s handling and proposed settlement of a claim he made after subsidence damaged one of his outbuildings. What happened The background to this complaint is well known to both p... (4 pages)View decision -
Decision Reference DRN-6056543
11 Feb 2026 Marsh Finance Limited UpheldConsumer CreditDRN-6056543 The complaint Mr C complains that the car he acquired through Marsh Finance Limited (“Marsh”) wasn’t of satisfactory quality. He wants to return the car and have the credit agreement cancelled and his payments refunded, so that he can buy another car. What happened Mr C ente... (5 pages)View decision -
Decision Reference DRN-6144427
11 Feb 2026 EE Limited UpheldConsumer CreditDRN-6144427 The complaint Mr S argues EE Limited treated him unfairly by requiring him to continue to make payments towards a fixed sum loan agreement to purchase a device. What happened On 9 December 2024 Mr S entered a fixed sum loan agreement with EE to purchase a mobile phone devic... (4 pages)View decision -
Decision Reference DRN-6086521
11 Feb 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6086521 The complaint Mr E complains that ARAG Legal Expenses Insurance Company Limited failed to obtain a barrister’s opinion and provide cover for a claim on his legal expenses insurance policy. What happened 1. Mr E was involved in a legal dispute that went to court. He was unhap... (3 pages)View decision -
Decision Reference DRN-6138288
11 Feb 2026 Amtrust International Underwriters DAC UpheldInsuranceDRN-6138288 The complaint Miss B has complained about AmTrust International Underwriters DAC’s (Amtrust’s) handling of a claim made under her Build-Zone Structural Warranty Policy. Reference to Miss B and Amtrust throughout includes their respective agents and representatives. What ha... (4 pages)View decision -
Decision Reference DRN-5717966
10 Feb 2026 Phoenix Life CA Limited UpheldInsuranceDRN-5717966 The complaint The estate of Mr B complains about Phoenix Life CA Limited’s administration of the late Mr B’s reviewable whole of life policy. What happened The late Mr B took out the policy in March 1990, initially for a sum assured of £45,455 and a monthly premium of £15.01... (4 pages)View decision -
Decision Reference DRN-6135404
10 Feb 2026 Close Brothers Limited UpheldConsumer CreditDRN-6135404 The complaint Mrs S is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (Close Brothers) was not of a satisfactory quality. What happened In June 2024 Mrs S was supplied with a used car ... (8 pages)View decision -
Decision Reference DRN-6139773
10 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6139773 The complaint Mr M is unhappy that INTACT INSURANCE UK LIMITED trading as More Th>n Business rejected a claim under his landlord insurance policy. What happened Mr M took out a landlord insurance policy to cover a flat which he let out. New tenants took possession on 5 J... (4 pages)View decision -
Decision Reference DRN-6138960
10 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6138960 The complaint Mr S complains that esure Insurance Limited did not refund an additional premium he was required to pay after it unfairly cancelled his motor insurance policy. What happened Mr S had an esure policy for his car – car 1 – that was due to auto-renew on 17 March 2... (3 pages)View decision