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 392389 results
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Decision Reference DRN-5875491
15 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5875491 The complaint Mr and Mrs D complained that Liverpool Victoria Insurance Company Limited (“LV”) failed to renew their home buildings insurance policy. I’ll refer to Mr D for ease. What happened Mr D explained that his policy with LV had been set up to automatically renew on 2... (2 pages)View decision -
Decision Reference DRN-5900297
15 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5900297 The complaint Mr and Mrs M complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. I’ll refer to Mr M for ease. What happened On 24 January 2025 Mr M said a se... (3 pages)View decision -
Decision Reference DRN-5901458
15 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5901458 The complaint Mr H complained about an unfair additional premium Admiral Insurance (Gibraltar) Limited (“Admiral”) charged him, under his motor insurance policy. What happened On 4 August 2025 Mr H said he received an email from Admiral asking for more information about a di... (3 pages)View decision -
Decision Reference DRN-5893957
15 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5893957 The complaint Mr D complained that Advantage Insurance Company Limited (“Advantage”) declined to provide assistance over the phone and didn’t cancel his motor insurance policy when instructed to. What happened Mr D said he bought a car on 20 June 2025. He wanted Advantage to... (3 pages)View decision -
Decision Reference DRN-6154766
15 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6154766 The complaint Mr J’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credi... (6 pages)View decision -
Decision Reference DRN-6086007
15 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6086007 The complaint Mr M complains that BMW FINANCIAL SERVICES (GB) LIMITED, trading as BMW Financial Services, failed to act fairly and reasonably towards him when entering into a hire purchase agreement with him. He complained that BMW didn’t disclose the commission it paid to ... (3 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-5976327
14 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5976327 The complaint Mr S complains about how Wise Payments Limited dealt with a payment. What happened Mr S made a payment in around July 2025 for £1.50 using his Wise account card which was linked to an account he held with a different provider I will call “C”. He says the paymen... (2 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 -
Decision Reference DRN-6138414
13 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6138414 The complaint Mr P’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit... (12 pages)View decision