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 392389 results
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Decision Reference DRN-6157266
17 Feb 2026 Warner Matthews Limited UpheldInvestmentsDRN-6157266 The complaint Miss M says that Warner Matthews Limited (“WML”) should compensate her for losses caused by its delays in providing her with investment advice and ultimately when it declined to give her formal advice at all. Miss M also complains that during this process, WML ... (7 pages)View decision -
Decision Reference DRN-6014990
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6014990 The complaint Mrs C complains about Clydesdale Bank Plc trading as Virgin Money’s (Virgin) decision to lend to her. She’s also unhappy about their management of her credit card account and feels they ought to have realised she was in financial difficulties. What happened The... (4 pages)View decision -
Decision Reference DRN-6055916
17 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6055916 The complaint Mr H is unhappy OAKBROOK FINANCE LIMITED trading as Oakbrook Loans provided him with four loans that were unaffordable. What happened Oakbrook provided Mr H with four loans: • Loan one in December 2021 for £1,000. This was due to be repaid in 12 monthly insta... (4 pages)View decision -
Decision Reference DRN-5963569
17 Feb 2026 Aldermore Bank Plc Not upheldMortgagesDRN-5963569 The complaint Mr K complains that Aldermore Bank Plc has not treated him fairly while his mortgage has been in arrears. What happened Mr K has a mortgage with Aldermore. The mortgage fell into arrears in 2018. Mr K complains: • Despite keeping Aldermore informed of his situa... (4 pages)View decision -
Decision Reference DRN-6158946
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6158946 The complaint Mr Z complains Barclays Bank UK PLC (“Barclays”) hasn’t refunded funds he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Between February 2021... (4 pages)View decision -
Decision Reference DRN-5944959
17 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5944959 The complaint Mr B complains that HSBC UK Bank Plc hasn’t been able to provide information about an interest only personal loan which has now fallen due, and about the way that loan was sold and administered. What happened In 2004, Mr B applied for an interest only personal ... (5 pages)View decision -
Decision Reference DRN-5839397
17 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5839397 The complaint Mrs H is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) when dealing with a claim under her home emergency insurance policy. Mrs H is being represented by a third party in bringing her complaint to the Financial Ombudsman... (3 pages)View decision -
Decision Reference DRN-5955082
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5955082 The complaint Mr G complains about the way that National Westminster Bank PLC (“NatWest”) administered his joint current account. He says he was given incorrect advice that affected his access to credit. What happened Mr G had a joint current account with his wife. In late 2... (4 pages)View decision -
Decision Reference DRN-5801593
17 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5801593 The complaint Ms K complains about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim she made on her home insurance policy following damage caused by a leak. What happened Ms K held home insurance with Admiral. This covered, amongst other things, ... (3 pages)View decision -
Decision Reference DRN-5891667
17 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5891667 The complaint Miss A is unhappy that Zopa Bank Limited won’t return a large payment she made to them by mistake. What happened Miss A had a Zopa credit card account which had defaulted with a balance of approximately £1,000 and to which Miss A was paying £20 per month in agr... (2 pages)View decision