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 387322 results
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Decision Reference DRN-5900946
5 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-5900946 The complaint Ms B complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Ms B under a hire purchase agreement with Black Horse that she electronically s... (3 pages)View decision -
Decision Reference DRN-5953584
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5953584 The complaint J, a limited company, complains Santander UK Plc migrated its account, which was free from fees to an account which incurs a monthly fee in October 2025. J is represented in bringing this complaint to us by one of its directors, Mr J. What happened J originally... (5 pages)View decision -
Decision Reference DRN-6055894
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055894 THE COMPLAINT Mr O complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr O is represented by Oakwood Solicitors (“Oakwood”) in this matter. However, where appropriate, I will refer to Mr O solely in this decis... (4 pages)View decision -
Decision Reference DRN-5836384
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5836384 The complaint Mrs O’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 her under Section 140A of the Consumer Credit Act 197... (10 pages)View decision -
Decision Reference DRN-5899279
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5899279 The complaint Mr J complains that Bank of Scotland plc suspended his account without good reason. He says too that the procedure for having the suspension lifted was unnecessarily complex and inconvenient and that it was not clearly explained to him. What happened In July 20... (2 pages)View decision -
Decision Reference DRN-5793679
5 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5793679 The complaint Mr H is unhappy with the impact Aviva Life & Pensions UK Limited’s decision to decline his claim has had. What happened This complaint is a continuation of another case we issued a final decision on in May 2025. In that case, the deciding ombudsman found th... (3 pages)View decision -
Decision Reference DRN-5780240
5 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5780240 The complaint Mr R complains that TSB Bank plc won’t reimburse him in full after he sent funds towards what he now believes was an investment scam. What happened The circumstances of this complaint have been set out in detail already by our investigator, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-6031901
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6031901 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened From what Mr M has said, he committed a speeding offence on 4 January 2024. On about 16 March 2024, Mr M acquired a brand-new... (5 pages)View decision -
Decision Reference DRN-6052913
5 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6052913 The complaint Ms J is complaining that Starling Bank Limited hasn’t agreed to refund a payment that was made from her account after she fell victim to a scam. What happened On 17 September 2024 Ms J received a call from someone (the scammer) who said they were from the Finan... (4 pages)View decision -
Decision Reference DRN-5954734
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5954734 The complaint Mr S complains that Monzo Bank Ltd won’t refund him money he lost in an investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what I conside... (3 pages)View decision