Our database of decisions contains final decisions that our ombudsmen have made on individual cases. They are not a definitive statement of the law or our approach, as individual cases are decided based on the unique circumstances of each case we receive.
The 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. They are written in a way that prevents the person or small business complaining from being identified.
You can search the database by product or business name.
Your search returned 401754 results
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Decision Reference DRN-6191288
4 May 2026 Markel International Insurance Company Limited UpheldInsuranceDRN-6191288 The complaint A limited company, which I will call T in this decision, had complained about Markel International Insurance Company Limited’s rejection of a claim under its commercial legal expenses insurance policy. Mr M, as director of T, has brought the complaint on its be... (4 pages)View decision -
Decision Reference DRN-6016559
2 May 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6016559 The complaint Mr and Mrs S have complained that Aviva Insurance Limited (“Aviva”) unfairly declined a claim for damage due to a faulty drainage system which caused flooding at their property. What happened In May 2025, Mr and Mrs S found their garden was extensively flooded.... (3 pages)View decision -
Decision Reference DRN-6314494
1 May 2026 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-6314494 The complaint Mr G was advised by Wesleyan Assurance Society to take out a personal pension for his grandson (“A”) as part of making several investments to provide for A’s future. The personal pension was invested according to a low risk profile, which has in part resulted i... (5 pages)View decision -
Decision Reference DRN-6261611
1 May 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6261611 THE COMPLAINT Mr B’s complaint is about Bank of Scotland plc (trading as Halifax). Mr B is represented in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT HAPPENED The circumstances of this complaint are well k... (4 pages)View decision -
Decision Reference DRN-6261579
1 May 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6261579 THE COMPLAINT Mr B’s complaint is about Bank of Scotland plc (trading as Halifax). Mr B is represented in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT HAPPENED The circumstances of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-6261524
1 May 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6261524 THE COMPLAINT Mr B’s complaint is about Bank of Scotland plc (trading as Halifax). Mr B is represented in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT HAPPENED The circumstances of this complaint are well k... (5 pages)View decision -
Decision Reference DRN-6334602
1 May 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6334602 THE COMPLAINT Mr B’s complaint is about Bank of Scotland plc (trading as Halifax). Mr B is represented in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT HAPPENED The circumstances of this complaint are well k... (6 pages)View decision -
Decision Reference DRN-6322416
1 May 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6322416 The complaint Mr K, on behalf of the estate of Mr M, complains that TSB Bank plc won’t reimburse unauthorised payments taken from Mr M’s account. What happened The details of this complaint are well known to both parties. So what I’ve set out below is only a summary of the k... (2 pages)View decision -
Decision Reference DRN-6292541
1 May 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6292541 The complaint Mr M has complained that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) won’t waive an early exit penalty on his ISA, following Virgin Money merging with a building society. What happened Mr M took out an ISA with Virgin Money. Under the terms of ... (2 pages)View decision -
Decision Reference DRN-6333959
1 May 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6333959 The complaint Miss M complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance irresponsibly lent to her. What happened Novuna provided Miss M with two loans to purchase flooring, as well as shutters and blinds, as follows: Loan Number Date of Sale Loan Amoun... (7 pages)View decision
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