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-6047126
10 Feb 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6047126 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) provided conflicting and erroneous information in relation to his pension, and have prevented him from transferring to an Australian QROPs scheme which he states is having an impact on his retirem... (5 pages)View decision -
Decision Reference DRN-6096973
10 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6096973 The complaint Mr C complains Admiral Insurance (Gibraltar) Limited (Admiral) has declined the claim he made under his travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In March 2025 Mr... (4 pages)View decision -
Decision Reference DRN-5960516
10 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-5960516 The complaint Miss P is complaining about the amount esure Insurance Limited trading as Sheilas' Wheels (esure) has paid to settle a claim she made against her car insurance policy. She’s also unhappy with the way it’s handled her claim. What happened In July 2025 Miss... (3 pages)View decision -
Decision Reference DRN-5936188
10 Feb 2026 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5936188 The complaint Mr G complains Hyundai Capital UK Limited trading as Genesis Finance (Hyundai Capital) supplied him with a car under a car finance agreement which wasn’t of satisfactory quality. What happened Mr G entered into a conditional sale agreement with Hyundai Capital... (3 pages)View decision -
Decision Reference DRN-6130371
10 Feb 2026 OneSavings Bank Plc UpheldBanking and PaymentsDRN-6130371 The complaint Mr T complains that OneSavings Bank Plc trading as Kent Reliance failed to notify him that the interest rate on his Easy Access Account was reducing. What happened Mr T held an Easy Access Savings Account with Kent Reliance. He raised a complaint on 29 July 20... (3 pages)View decision -
Decision Reference DRN-6117160
10 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6117160 The complaint Mr C complains about the way First Central Underwriting Limited (First Central) offered to settle the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (4 pages)View decision -
Decision Reference DRN-6019038
10 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6019038 The complaint Ms S complains that Lloyds Bank PLC provided her with an overdraft which was unaffordable. She’s represented in her complaint but, for ease, I’ve written as if we’ve dealt with her directly throughout. What happened As set out in our earlier jurisdiction decis... (3 pages)View decision -
Decision Reference DRN-6139574
10 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6139574 The complaint Mr M and Mrs P complain that INTACT INSURANCE UK LIMITED imposed restrictive terms for their solicitor’s costs to pursue a claim under their legal expenses insurance policy. Where I refer to INTACT, this includes the actions of its agents and claims handlers f... (3 pages)View decision -
Decision Reference DRN-6137777
10 Feb 2026 Topaz Finance Limited UpheldMortgagesDRN-6137777 The complaint This complaint is about two unregulated buy-to-let (BTL) mortgages that Miss O holds with Topaz Finance Limited trading as Rosinca Mortgages (RM). There are several strands to Miss O’s complaint, originating from RM’s decision to appoint Law of Property Act (LP... (4 pages)View decision -
Decision Reference DRN-6104051
10 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6104051 The complaint Mr T complains about damage charges applied by Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened The parties are familiar with the background of this complaint – so I won’t go into this in detail. It reflects my informal remit. In December 202... (3 pages)View decision