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 381082 results
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Decision Reference DRN-5854742
2 Oct 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5854742 Complaint Mr G has complained about high-cost short-term credit (“HCSTC”) instalment loans he took out with Western Circle Ltd (trading as “Cashfloat”). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background In November 2023, Cashf... (4 pages)View decision -
Decision Reference DRN-5846042
2 Oct 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5846042 The complaint Mr and Mrs C complain that Starr International (Europe) Limited didn’t guarantee upfront that it would settle a medical expenses claim they made on a travel insurance policy. As Mr C brought the complaint to us, I’ve referred mainly to him throughout this decis... (3 pages)View decision -
Decision Reference DRN-5755644
2 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5755644 The complaint Ms M complains thatAviva Life & Pensions UK Limited (“Aviva”) unreasonably delayed the transfer of her pension benefits to an overseas pension scheme. What happened Ms M held pension benefits with Aviva. Ms M lives overseas. In August 2024 Ms M instructed A... (4 pages)View decision -
Decision Reference DRN-5704643
2 Oct 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5704643 The complaint Mr J complains Link Financial Outsourcing Limited haven’t proven he owes a debt they’re asking him to repay. What happened A credit card debt was held by a company I’ll refer to as N. They sold the debt to a debt purchaser (DP) who asked Link to service the deb... (4 pages)View decision -
Decision Reference DRN-5854582
2 Oct 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5854582 The complaint Mrs L’s complaint is about the Waiver of Contribution (WoC) benefit for her personal pension plan with Zurich Assurance Ltd (Zurich). What happened I issued a provisional decision on 15 September 2025. I’ve repeated here what I said about what had led up to the... (5 pages)View decision -
Decision Reference DRN-5854705
2 Oct 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5854705 The complaint Mr N complains Link Financial Outsourcing Limited haven’t completed a Data Subject Access Request (DSAR) properly. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of thi... (3 pages)View decision -
Decision Reference DRN-5854695
2 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5854695 Complaint Mr M has complained about a credit card and credit limit increases which NewDay Ltd (trading as “Aqua”) provided to him. He says that the credit card as well as the limit increases were irresponsibly provided as the credit was unaffordable for him. Background Aqua... (6 pages)View decision -
Decision Reference DRN-5605143
2 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5605143 The complaint Mr D complains about the way Admiral Insurance (Gibraltar) Limited dealt with a request for pre-authorisation of treatment costs on his pet insurance policy. What happened Mr D took his dog to the vet when he suddenly became ill. He called Admiral to say an MRI... (3 pages)View decision -
Decision Reference DRN-5645259
2 Oct 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5645259 The complaint Miss J complains that Sainsbury's Bank Plc was irresponsible in its lending to her. She wants all interest and charges refunded along with 8% simple interest and any adverse information about the loan removed from her credit file. Miss J is represented by ... (2 pages)View decision -
Decision Reference DRN-5586759
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5586759 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened Mr A says he was talking on a messaging app to someone he knew from school. I’ll refer to this indiv... (3 pages)View decision
