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-6117910
1 May 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6117910 The complaint Miss L is unhappy that Revolut Ltd won’t refund payments she made as part of a scam. She brings the complaint through professional representatives, but for simplicity I’ve referred to her actions throughout the decision. What happened In May 2025 Miss L was ref... (4 pages)View decision -
Decision Reference DRN-6288690
1 May 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6288690 The complaint Mr A has complained about how The Prudential Assurance Company Limited has administered his pension policy. He says it has failed to honour a compensation guarantee. What happened Mr A was advised by Prudential in 1990 to transfer the benefits of his defined be... (7 pages)View decision -
Decision Reference DRN-6208971
1 May 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6208971 The complaint Mr K, as a director of a limited company I’ll refer to as “K”, complains on behalf of K, that Wise Payments Limited (“Wise”) won’t reimburse funds lost to what Mr K believes was a scam. Though the complaint has been brought by K as it was K’s account the funds... (4 pages)View decision -
Decision Reference DRN-6253851
1 May 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6253851 The complaint Mr M complains that St. James's Place Wealth Management Plc suspended the property fund, meaning he couldn’t transfer his funds within it to a new provider. He believes this was unfair and has caused him a loss. What happened Our investigator set out the b... (4 pages)View decision -
Decision Reference DRN-6299480
1 May 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6299480 The complaint Mr C complains that NewDay Ltd trading as John Lewis Credit Card unfairly chose to close his credit card account and report a default following a number of missed payments. What happened Mr C held a credit card account with NewDay. He experienced some payment ... (3 pages)View decision -
Decision Reference DRN-6167365
1 May 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6167365 The complaint Mr S has complained about the service provided by Advantage Insurance Company Limited (‘Advantage’) under his motor insurance policy. For the avoidance of doubt, the term ‘Advantage’ includes reference to its agents for the purposes of this decision. What happe... (3 pages)View decision -
Decision Reference DRN-6328516
1 May 2026 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-6328516 The complaint A company which I’ll call ‘R’ complains that Stripe Payments UK Ltd treated it unfairly by debiting its account after a chargeback claim was made against it. The complaint is brought on R’s behalf by its director, Mrs C. What happened Mrs C told us: • A cust... (3 pages)View decision -
Decision Reference DRN-6068496
1 May 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6068496 The complaint Mr I complains that Barclays Bank UK PLC didn’t keep him informed about issues with his international transfer. As a result, he has lost over £1,000. He wants Barclays to pay compensation. What happened The details of this complaint are well known to both part... (4 pages)View decision -
Decision Reference DRN-6302324
1 May 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6302324 The complaint Mrs H complains that MBNA Limited irresponsibly provided her with a credit card and credit limit increases which she says were unaffordable for her. What happened MBNA provided Mrs H with a credit card with the following details: Date Lending Decision Credit L... (4 pages)View decision -
Decision Reference DRN-6215095
1 May 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6215095 The complaint Ms S complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she says she lost to an investment scam. Ms S has brought this complaint via a representative. For ease, my reference to Ms S throughout this decision also includes submissions made by h... (3 pages)View decision