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 246785 results
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Decision Reference DRN-4518796
18 Dec 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4518796 The complaint Mrs H complains about problems caused by Vanguard Asset Management, Ltd when transferring a Junior Individual Savings Account (JISA) for her son. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Ins... (2 pages)View decision -
Decision Reference DRN-4416673
18 Dec 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4416673 The complaint Mr G complains about Admiral Insurance (Gibraltar) Limited (“AIG”) and their decision to decline the claim he made on his motor insurance policy, after his car was sold by a third- party and the funds paid for the car were not released to him as agreed. What happe... (3 pages)View decision -
Decision Reference DRN-4235193
18 Dec 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4235193 The complaint Mr J complains that American Express Services Europe Limited (AESEL) unfairly blocked and closed his accounts without providing an explanation or warning. Mr J says this caused him unnecessary inconvenience and worry for which he should be compensated. What happen... (3 pages)View decision -
Decision Reference DRN-4519550
18 Dec 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4519550 The complaint Mr and Mrs L have complained about their home insurer AXA Insurance UK Plc regarding their claim for subsidence and how the way it handled that affected their health. They think AXA should pay for a shed too. What happened Mr and Mrs L made a subsidence claim in 2... (4 pages)View decision -
Decision Reference DRN-4406944
18 Dec 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4406944 The complaint Mr R has complained that he is unhappy with the quality of a van he acquired in January 2023 using a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn (“Moneybarn”). What happened Mr R acquired a used Peugeot van in January 2023, using ... (3 pages)View decision -
Decision Reference DRN-4456762
18 Dec 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4456762 The complaint Mrs G complains about Great Lakes Insurance SE’s actions when she told it about a change in health under her travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behalf. What happened Mrs G took... (3 pages)View decision -
Decision Reference DRN-4318440
18 Dec 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4318440 The complaint Mr J complains that Volkswagen Financial Services (UK) Limited (who I’ll call VWFS) didn’t make early settlement charges clear enough in their terms and conditions. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-4513728
18 Dec 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4513728 Complaint Mr M has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and provided when he was going through a difficult time. Background 118 118 Money provided Mr M with a loan for £2,000.00 in January ... (3 pages)View decision -
Decision Reference DRN-4508331
18 Dec 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4508331 Complaint Mr L has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable. Background 118 118 Money provided Mr L with a loan for £3,000.00 in February 2023. This loan was due to be repaid in 36 monthly inst... (3 pages)View decision -
Decision Reference DRN-4196736
18 Dec 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4196736 The complaint Mr S complains that Barclays Bank UK PLC closed his bank account and loaded a negative fraud marker against his name. He’d like the marker removed What happened Mr S had an account with Barclays. On 23 June 2022 Mr S received four payments totalling £5,084 into hi... (3 pages)View decision
