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-5709869
11 Dec 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5709869 The complaint Mrs P complains, with the help of a professional representative, that Zurich Assurance Ltd trading as Zurich (‘Zurich’) mis-sold her Free Standing Additional Voluntary Contribution (‘FSAVC’) plan. She says the adviser didn’t explain the differences between the ... (7 pages)View decision -
Decision Reference DRN-5997583
11 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5997583 The complaint Mr M and Miss V’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) a... (18 pages)View decision -
Decision Reference DRN-6015641
11 Dec 2025 Allianz Insurance Plc UpheldInsuranceDRN-6015641 The complaint Mr M complains about Allianz Insurance Plc’s handling of buildings insurance claim. All references to Allianz also include its appointed agents. What happened Mr M previously made a complaint regarding Allianz’s handling of the claim. A final response letter fo... (13 pages)View decision -
Decision Reference DRN-5979455
11 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5979455 The complaint Mrs G complains that Nationwide Building Society will not refund transactions she made using her debit card. What happened Mrs G was abroad and took a taxi journey. She explained that she picked up the taxi from a taxi rank and that she was expecting the fare t... (5 pages)View decision -
Decision Reference DRN-5948973
11 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5948973 The complaint Miss W has complained that Advantage Insurance Company Limited treated her unfairly by cancelling her car insurance policy. Miss W is represented by Mr W. Any reference to Advantage includes its agents. What happened Miss W’s policy required her to have a telem... (3 pages)View decision -
Decision Reference DRN-5950518
11 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5950518 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). When I refer to what Mr M and/or Startline have said or did, it should also be taken to include things said or done on their... (5 pages)View decision -
Decision Reference DRN-5924737
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5924737 The complaint Mr S is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has decided not to refund him, after he invested in what he now thinks is a scam. What happened I’m satisfied the circumstances of this complaint are well-known to both parties, ... (5 pages)View decision -
Decision Reference DRN-5924740
11 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5924740 The complaint Mr S is unhappy that Lloyds Bank PLC, has decided not to refund him, after he invested in what he now thinks is a scam. What happened I’m satisfied the circumstances of this complaint are well-known to both parties, as such I have summarised them briefly below... (4 pages)View decision -
Decision Reference DRN-5811804
11 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5811804 The complaint Mr H complains about loss of data which occurred whilst EE Limited made repairs to a mobile phone device. The device was purchased through a fixed sum loan agreement with EE Limited. What happened In July 2024 Mr H entered into a fixed sum loan agreement to pur... (2 pages)View decision -
Decision Reference DRN-5876029
11 Dec 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5876029 The complaint Mrs R complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘Toyota Financial Services’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I... (2 pages)View decision