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-6332340
1 May 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6332340 The complaint Mr and Mrs B, who are represented, complain that Santander UK Plc won’t reimburse them money they lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr and Mrs B came across ... (4 pages)View decision -
Decision Reference DRN-6322046
1 May 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6322046 The complaint Mr R and Mrs R complain that HSBC UK Bank Plc unfairly declined to extend the term of their interest only mortgage. Mr R has dealt with the complaint. He asks that HSBC extends the term of the mortgage to 2031. What happened Mr R and Mrs R took out a mortgage w... (5 pages)View decision -
Decision Reference DRN-6333655
1 May 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6333655 The complaint Mr B, who is represented, complains that Wise Payments Limited, trading as Wise, won’t reimburse money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr B came across ... (3 pages)View decision -
Decision Reference DRN-6229100
1 May 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6229100 The complaint A company, which I will refer to as M, complains that HSBC UK Bank Plc unfairly refused to lend the amount it had requested. What happened I understand there is no longer a dispute about what happened here. The dispute is about what HSBC should do to put thing... (9 pages)View decision -
Decision Reference DRN-5829069
1 May 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5829069 The complaint Miss H complains about the treatment she’s received when Bank of Scotland plc (trading as Halifax) unfairly closed her account. What happened Miss H says that following a chargeback claim Halifax started treating her in a discriminatory way which culminated in ... (3 pages)View decision -
Decision Reference DRN-6232238
1 May 2026 Paymentsense Limited UpheldBanking and PaymentsDRN-6232238 The complaint A limited company I’ll refer to as H complaints about Paymentsense Limited (trading as Dojo), saying they were directed to reimburse payments for goods, that they’ve not been able to recover. H is represented by a director, Mr A. What happened H had an account ... (2 pages)View decision -
Decision Reference DRN-6069784
1 May 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6069784 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, didn’t intervene to block gambling transactions. What happened In 2025, Mr H complained to Halifax that it hadn’t spotted his repeated spending on gambling. He thought Halifax ought to have seen a s... (2 pages)View decision -
Decision Reference DRN-5847758
1 May 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5847758 The complaint T, a limited company complains Monzo Bank Limited (Monzo) reported information regarding its business account to Credit Reference Agencies which negatively impacted T’s credit score. T’s complaint has been brought to our service by its director, Mr T. What ha... (2 pages)View decision -
Decision Reference DRN-6098952
1 May 2026 HDI Global Specialty SE Not upheldInsuranceDRN-6098952 The complaint Mr P’s complaint is about a claim he made on his HDI Global Specialty SE (‘HDI’) pet insurance policy, which HDI declined. Mr P says HDI treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them her... (2 pages)View decision -
Decision Reference DRN-6333728
1 May 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6333728 The complaint Mr B and Mrs B complain that Clydesdale Bank Plc trading as Virgin Money unfairly declined to port their mortgage products (for three mortgages). Two of the mortgages have been repaid and Clydesdale applied an early repayment charge (ERC). Mr B has dealt with t... (3 pages)View decision