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-6003182
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6003182 The complaint Mr R complains that Nationwide Building Society irresponsibly gave him an overdraft he couldn’t afford to repay. He also complains that despite having a gambling block in place on his current account he was able to carry out gambling transactions. What happened... (4 pages)View decision -
Decision Reference DRN-6003895
8 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-6003895 The complaint Mrs M is unhappy with the decision by AXA Insurance UK Plc (AXA) to not fully settle her escape of water claim and she’s disappointed with the general handling of the claim. AXA were providing a home insurance policy. What happened Mrs M said she noticed water ... (3 pages)View decision -
Decision Reference DRN-5871377
8 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5871377 The complaint X complains about the poor service provided by PayPal UK Ltd when it applied a restriction on his account. What happened On 17 June 2025, X received some funds into his PayPal account. X attempted to withdraw the funds on 18 June 2025, but he was unable to make... (4 pages)View decision -
Decision Reference DRN-5940240
8 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5940240 The complaint Mr L complained that Liverpool Victoria Insurance Company Limited (LV) unfairly cancelled his motor insurance policy. What happened In January 2025, Mr L took out a motor insurance policy with LV, which he did through a price comparison website. Mr L set up an... (3 pages)View decision -
Decision Reference DRN-6003652
8 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6003652 The complaint Mr H complains Lloyds Bank PLC (Lloyds) unfairly closed his account and registered a default on his credit file. Mr H also complains he was unable to access his account online due to a security error and is unhappy with the service he received from Lloyds. To... (7 pages)View decision -
Decision Reference DRN-5718177
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5718177 The complaint Mrs C is unhappy that Nationwide Building Society (“Nationwide”) won't reimburse her the money she sent to a third-party for building works. What happened I’m not going to cover all the points raised in detail. The view of 17 July 2025 covered the details... (5 pages)View decision -
Decision Reference DRN-5937020
8 Dec 2025 One Insurance Limited Not upheldInsuranceDRN-5937020 The complaint Mr G complains about how his insurer, One Insurance Limited (One) valued his vehicle as a total loss following an accident. He’s also unhappy at having to pay £150 to have his vehicle returned and being charged an excess of £300 under the policy. Any reference... (5 pages)View decision -
Decision Reference DRN-5924759
8 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5924759 The complaint Mr P complains that Revolut Ltd failed to protect him from losing money in a scam. A professional representative, R, has brought the complaint to the Financial Ombudsman Service on Mr P’s behalf. What happened R explained that Mr P fell victim to a job scam i... (4 pages)View decision -
Decision Reference DRN-5883069
8 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5883069 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse him after he fell victim to an authorised push payment (APP) scam. What happened In June 2019, Mr B invested £5,000 in a company I’ll call ‘D’ who said it was investing in property development. He s... (4 pages)View decision -
Decision Reference DRN-6003636
8 Dec 2025 Airbnb Payments UK Limited Not upheldBanking and PaymentsDRN-6003636 The complaint X complains that Airbnb Payments UK Limited (which I’ll call “APUK”) has not passed on a payment for a booking and that it has closed his account. What happened X is an Airbnb host. APUK is an electronic money institution which facilitates payments between Airb... (2 pages)View decision