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 367300 results
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Decision Reference DRN-4879473
18 Dec 2024 Janus Henderson Fund Management UK Limited Not upheldInvestmentsDRN-4879473 The complaint The estate of Mrs R complained about Janus Henderson Fund Management UK Limited T/A Janus Henderson Investors (Janus). The estate of Mrs R complained about the service provided by Janus when one of the executors, Mr R, looked to withdraw money and close Mrs R’s... (4 pages)View decision -
Decision Reference DRN-5064462
18 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5064462 The complaint Mr R complains that Liverpool Victoria Insurance Company Limited (LV) automatically renewed his breakdown policy without his permission. What happened The following is intended only as a summary of events. Mr R held a breakdown policy through LV. The breakdown... (3 pages)View decision -
Decision Reference DRN-4939168
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4939168 The complaint Business L complains Barclays Bank UK PLC provided a poor service following the closure of its account. Business L is represented by Mr M. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key poi... (3 pages)View decision -
Decision Reference DRN-4829653
18 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4829653 The complaint Mr H complains that he didn’t authorise a payment from his credit card account with National Westminster Bank Plc and about its response to his chargeback claim and a claim under section 75 of the Consumer Credit Act 1974. What happened Mr H had used an enginee... (3 pages)View decision -
Decision Reference DRN-5137351
18 Dec 2024 HL Partnership Limited Not upheldMortgagesDRN-5137351 The complaint Mr I complains that HL Partnership Limited’s actions have led to him suffering emotional and financial detriment. What happened Mr I originally took out a residential mortgage in 2017 through a mortgage broker that was an appointed representative of HL Partners... (3 pages)View decision -
Decision Reference DRN-5032302
18 Dec 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5032302 The complaint Mrs B has complained that Home Retail Group Card Services Limited (trading as Argos Card) are holding her liable for payments she says she didn’t make or otherwise authorise. What happened In late August and early September 2024, two orders were paid for on Mrs... (2 pages)View decision -
Decision Reference DRN-5141332
18 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5141332 The complaint Mr W complains Advantage Insurance Company Limited (Advantage) unfairly cancelled his motor insurance policy. What happened In early February 2023 Mr W took out a telematics motor insurance policy with Advantage. The terms of the policy required Mr W to instal... (2 pages)View decision -
Decision Reference DRN-5086384
18 Dec 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5086384 The complaint Mr and Mrs R complain about the way that Great Lakes Insurance UK Limited handled a medical expenses claim they made on a travel insurance policy. All references to Great Lakes include the agents acting on its behalf. What happened The background to this compla... (4 pages)View decision -
Decision Reference DRN-5164030
18 Dec 2024 Highway Insurance Company Limited UpheldInsuranceDRN-5164030 The complaint Mr C complains that Highway Insurance Company Limited (Highway) cancelled his motor insurance policy and refused to pay his claim following a road traffic accident. What happened The following is intended as a summary of events only. In brief, Mr C purchased a... (4 pages)View decision -
Decision Reference DRN-5166604
18 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5166604 The complaint Mr S complains that American Express Services Europe Limited (AESEL) recorded a late payment marker on his credit file. What happened Mr S opened a new credit card account with AESEL on 17 May 2024. He was under the impression that a direct debit payment would ... (3 pages)View decision
