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-6279397
1 May 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6279397 The complaint Mr R complains that Santander UK Plc hasn’t refunded payments made as part of a scam. What happened Mr R is disputing two card payments that he says he didn’t authorise. Mr R described receiving a call from a scammer impersonating Santander and being told he ne... (3 pages)View decision -
Decision Reference DRN-6265299
1 May 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6265299 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-6193016
1 May 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6193016 The complaint M a company, complains that Starling Bank Limited closed its business account abruptly. They would like a reason and compensation. M is represented by its director Mr C. What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-6333949
1 May 2026 Topaz Finance Limited UpheldMortgagesDRN-6333949 The complaint Ms G has complained about her buy to let (BTL) mortgage she holds with Topaz Finance Limited trading as Rosinca Mortgages. She says: • The property was overvalued in 2007. • Rosinca hasn’t responded to the letters it has been sent. • She is a mortgage prisoner.... (6 pages)View decision -
Decision Reference DRN-6265289
1 May 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6265289 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (15 pages)View decision -
Decision Reference DRN-6231558
1 May 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-6231558 The complaint Mr R complains that Loans 2 Go Limited trading as Loans 2 Go lent to him in an irresponsible manner. What happened Mr R took one loan from Loans 2 Go. He borrowed £1,000 October 2023 and agreed to repay the loan in 18 monthly instalments. Shortly after taking t... (3 pages)View decision -
Decision Reference DRN-6301357
1 May 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6301357 The complaint Miss P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) declined to reimburse her when she fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of ... (3 pages)View decision -
Decision Reference DRN-6244271
1 May 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6244271 The complaint Miss B’s complaint is about two loans Zopa Bank Limited provided her with. Miss B says the credit was provided irresponsibly. What happened The details of the loans included in this complaint are set out below. LoanDate Amount Term Monthly Repayments 1 Augus... (3 pages)View decision -
Decision Reference DRN-6333705
1 May 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6333705 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (5 pages)View decision -
Decision Reference DRN-6305649
1 May 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6305649 The complaint Mr C complains Red Sands Insurance Company (Europe) Limited has unfairly settled a claim he’s made on his pet insurance policy following treatment undertaken on his dog. What happened Red Sands is the underwriter of this policy, i.e. it’s the insurer. Part of t... (3 pages)View decision