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 388057 results
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Decision Reference DRN-6004577
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6004577 The complaint Mr K complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) acted unprofessionally and communicated poorly regarding the handling of his credit card. What happened In May 2025, Mr K complained to Barclaycard about their unprofessional and poorly co... (2 pages)View decision -
Decision Reference DRN-5982925
8 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5982925 The complaint Mr B complains that National Westminster Bank PLC (NW) didn’t make it clear to him that it would claim loan payments from him on both 1 October and 31 October when he changed his loan payment date. What happened Mr B holds a loan account with NW. On 16 Septembe... (2 pages)View decision -
Decision Reference DRN-5944347
8 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5944347 The complaint Miss D has complained about the way Revolut Bank Ltd dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise here.... (4 pages)View decision -
Decision Reference DRN-5907171
8 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5907171 The complaint Ms G complains that there should still be a balance in an old savings account held with Bank of Scotland plc trading as Halifax. What happened Ms G had a savings account with Halifax. She recently found the passbook for the account which showed the account was... (2 pages)View decision -
Decision Reference DRN-5842578
8 Dec 2025 Equifax Limited Not upheldConsumer CreditDRN-5842578 The complaint Mr H complains Equifax Limited was reporting incorrect information on his credit file. What happened In June 2025 Mr H contacted Equifax as he noticed an account with a company I’ll refer to as T and a third-party name on his credit file he didn’t recognise. He... (3 pages)View decision -
Decision Reference DRN-5841039
8 Dec 2025 Utility Warehouse Limited Not upheldInsuranceDRN-5841039 The complaint Mr A complains that he was mis-sold a Bill Protector Insurance policy by Utility Warehouse Limited (“UW What happened Mr A took out the insurance policy in February 2023, after he opened a UW account for his utility bills. The policy offered cover for Mr A’s U... (5 pages)View decision -
Decision Reference DRN-5907736
8 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5907736 The complaint Mr M and Mrs M complain that Bank of Scotland Plc failed to protect Mr M from losing money in a scam. A professional representative, W, has brought the complaint to the Financial Ombudsman Service on the couple’s behalf. What happened The background to this c... (5 pages)View decision -
Decision Reference DRN-5843343
8 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5843343 The complaint Mr M and Ms M complain that U K Insurance Limited trading as Direct Line (“UKI”) unfairly declined a claim under their landlord insurance policy. Mr M has acted as the main representative during the claim and complaint process. So, for ease of reference, I wil... (5 pages)View decision -
Decision Reference DRN-5832467
8 Dec 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5832467 The complaint Mr K has complained about his parts and garage insurer Acromas Insurance Company Limited because it declined his claim for a failed clutch. What happened Mr K suffered a breakdown and was followed by a recovery vehicle to an Acormas approved garage. The garage... (3 pages)View decision -
Decision Reference DRN-5997395
8 Dec 2025 Moscrops Financial Planning (Bury) LLP Not upheldInvestmentsDRN-5997395 The complaint Mr H has complained about the actions of Moscrops Financial Planning (Bury) LLP in its dealings with his investment portfolio. What happened I have previously issued a provisional decision regarding this complaint. The following represents excerpts from my pro... (7 pages)View decision