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-6096950
11 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6096950 The complaint Mr O has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy and about the poor service he received. Any reference to Admiral includes any agents that it is responsible for ... (3 pages)View decision -
Decision Reference DRN-6036726
11 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6036726 The complaint Ms S complains that the car she acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. She wants to reject the car and cancel the credit agreement. What happened Ms S entered into a hire purchase agreement in August 2025 to acquire ... (3 pages)View decision -
Decision Reference DRN-6052879
11 Feb 2026 Caspian Assured Ltd Not upheldInsuranceDRN-6052879 The complaint Mr H has complained that Caspian Assured Ltd trading as Caspian Insurance Services (‘Caspian’) gave him incorrect advice about an income protection policy he bought. What happened Mr H spoke to Caspian about an income protection policy which he bought as he own... (2 pages)View decision -
Decision Reference DRN-6106520
11 Feb 2026 Bank of Scotland Plc UpheldConsumer CreditDRN-6106520 The complaint Mr C complains that Bank of Scotland plc trading as Halifax lent to him irresponsibly when they provided him with two personal loans. What happened Mr C applied for two personal loans with Halifax. The loans were approved in July 2018 and May 2019 respectively... (5 pages)View decision -
Decision Reference DRN-6127429
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6127429 The complaint Mr B has complained about the handling of a mobile phone insurance claim he made on a mobile phone insurance policy included with his Monzo Bank Ltd (“Monzo”) packaged account. What happened Mr B made a claim for damage to a mobile phone under his packaged acco... (2 pages)View decision -
Decision Reference DRN-6131802
11 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6131802 The complaint Mrs P complains that Black Horse Limited trading as Land Rover Financial Services (“Black Horse”) supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In May 2023, Mrs P acquired a used car with a hire purch... (3 pages)View decision -
Decision Reference DRN-6088834
11 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6088834 The complaint Mr G is unhappy OAKBROOK FINANCE LIMITED trading as Finio Loans provided him with a loan which was unaffordable. What happened In February 2024, Oakbrook provided Mr G with a loan for £5,000. This was due to be repaid in 36 monthly instalments of around £270. ... (3 pages)View decision -
Decision Reference DRN-6114915
11 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6114915 The complaint Mr K and Mrs K are unhappy with how AXA Insurance UK Plc (AXA) handled a subsidence claim made under their buildings insurance policy. Any references to AXA include its agents. What happened Mr K and Mrs K built an extension to their home, but this wasn’t ful... (2 pages)View decision -
Decision Reference DRN-6059282
11 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC UpheldBanking and PaymentsDRN-6059282 The complaint Miss M complains that Marks and Spencer Financial Services trading as M&S Bank lent irresponsibly when it approved her credit card application. What happened Miss M applied for an M&S Bank credit card in July 2024. In her application, Miss M gave an an... (3 pages)View decision -
Decision Reference DRN-6143797
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6143797 The complaint Ms A complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked her to pay at the end of a lease. 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 ... (4 pages)View decision