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-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-5987574
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987574 The complaint Mr B’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 Cred... (13 pages)View decision -
Decision Reference DRN-6052898
11 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6052898 The complaint Miss L has complained that Legal and General Assurance Society Limited (‘L&G’) avoided her policy and declined her claim. What happened Miss L took out an income protection insurance policy underwritten by L&G. She made a claim as she was too unwell to ... (3 pages)View decision -
Decision Reference DRN-5805056
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5805056 The complaint Miss S is unhappy that Santander UK PLC refused to refund a transaction that Miss S says she didn’t authorise. What happened Miss S contacted Santander to dispute a payment made using Miss S’s Santander credit card for around £750. Santander held Miss S liabl... (3 pages)View decision -
Decision Reference DRN-6056107
11 Feb 2026 Prudential International Assurance Plc Not upheldInsuranceDRN-6056107 The complaint The trustees of the B Trust have complained to Prudential International Assurance Plc (‘Prudential’) about the cash in value of a whole of life policy. The trustees are represented in bringing their complaint but for ease of reading I will refer to ‘Mr B’ – on... (5 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-5995285
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5995285 The complaint Mr A has complained about the way Tandem Bank Limited responded to claims he’d made under the Consumer Credit Act 1974 (the “CCA”). Mr A has been represented in bringing the complaint but, to keep things simple, I’ll refer to Mr A throughout. What happened In O... (4 pages)View decision -
Decision Reference DRN-6146628
11 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6146628 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here My final decision Your text here Under t... (1 page)View decision