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 124111 results
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Decision Reference DRN-5797737
4 Sep 2025 Janus Henderson Fund Management UK Limited UpheldInvestmentsDRN-5797737 The complaint Mr R, Mr T and Mr S complain about the length of time it took to withdraw jointly held funds from their investment with Janus Henderson Fund Management UK Limited. What happened In early 2024, Janus Henderson wrote to Mr R asking for identification documents fo... (4 pages)View decision -
Decision Reference DRN-5797561
4 Sep 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5797561 The complaint Mrs P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In April 2023 Mrs P entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5798014
4 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5798014 The complaint Mrs I complains that Admiral Insurance (Gibraltar) Limited are recovering excessive costs from her following a claim on her car insurance policy. What happened Mrs I has a car insurance policy with Admiral. Her husband, Mr I, used her car whilst not insured on ... (4 pages)View decision -
Decision Reference DRN-5771742
4 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5771742 The complaint Mr D has complained about Ageas Insurance Limited’s decision to cancel his car insurance policy and the consequences of its decision. What happened The background is well known to both parties. In summary Mr D was involved in an incident in December 2023. He ma... (3 pages)View decision -
Decision Reference DRN-5660111
4 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5660111 The complaint Mr A complains that Domestic & General Insurance Plc (D&G) damaged his laptop when he claimed for a repair under his device protection insurance policy. What happened Mr A has a device protection insurance policy, insured by D&G. In 2023 he claimed... (3 pages)View decision -
Decision Reference DRN-5794857
4 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5794857 The complaint Mr N complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (4 pages)View decision -
Decision Reference DRN-5759515
4 Sep 2025 Armstrong Watson Financial Planning Limited UpheldInvestmentsDRN-5759515 The complaint Mr and Mrs K complain about the suitability of advice given by Armstrong Watson Financial Planning Limited (“AWFPL”) to invest in an Enterprise Investment Scheme (“EIS”) fund. What happened AWFPL is a financial advice firm within the Armstrong Watson group, whi... (9 pages)View decision -
Decision Reference DRN-5797909
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797909 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D was introduced to a cryptocurrency investment scheme through an acquaintance. She was promised very large returns, with lar... (3 pages)View decision -
Decision Reference DRN-5784843
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5784843 The complaint Ms G has complained about her property insurer AXA Insurance UK Plc regarding a claim she made to it when a pipe burst damaged her flat. What happened On 19 August 2024 a pipe in the flat above Ms G’s burst and part of the ceiling of Ms G’s lounge came down. S... (7 pages)View decision -
Decision Reference DRN-5627947
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5627947 The complaint Mr T and Mr B are unhappy that Red Sands Insurance Company (Europe) Limited has asked for more medical information when assessing a claim made under their single trip travel insurance policy (‘the policy’). They made a claim for a cancelled trip abroad because ... (3 pages)View decision
