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-5652962
5 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5652962 The complaint Mr A complains that Wise Payments Limited (Wise) failed to protect him from losing money in a scam. A professional representative, C, has brought the complaint to the Financial Ombudsman Service on Mr A’s behalf. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5793194
5 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5793194 The complaint Mr W complains about the service provided and repudiation of his home insurance claim by U K Insurance Limited trading as Privilege Insurance (‘UKI’) Some of Mr W’s dissatisfaction relates to the actions of agents acting on behalf of UKI. As UKI have accepted r... (3 pages)View decision -
Decision Reference DRN-5922164
5 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5922164 The complaint Mr U complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties so I won’t repeat all the details. In summary, Mr U says he was introduced by a friend (‘G’) to a c... (3 pages)View decision -
Decision Reference DRN-6001188
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6001188 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited, (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and ... (4 pages)View decision -
Decision Reference DRN-5765085
5 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5765085 The complaint Mr D complains about information recorded on his credit file by Capital One (Europe) plc trading as Capital One. What happened Mr D had a credit card account with Capital One. In February 2025, Mr D began to experience financial difficulties with his outgoings ... (2 pages)View decision -
Decision Reference DRN-5796855
5 Dec 2025 Fairscore Ltd UpheldConsumer CreditDRN-5796855 The complaint Mr R says Fairscore Ltd, trading as Updraft, irresponsibly lent to him. What happened Mr R took out six loans from Updraft over a four-year period. After he complained to the lender about irresponsible lending, it upheld his complaint about the last loan. So h... (4 pages)View decision -
Decision Reference DRN-5970416
5 Dec 2025 Think Insure Limited Not upheldInsuranceDRN-5970416 The complaint Mr T’s complained – in his capacity as attorney for his mother, Mrs T – that Think Insure Limited (“TIL”) mis-sold Mrs T a life and critical illness policy. What happened In 2014, Mrs T used TIL to buy a life and critical illness policy from an insurer I’ll cal... (3 pages)View decision -
Decision Reference DRN-5835992
5 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5835992 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (Admiral) refused to offer a partial refund of a motor insurance premium. What happened Mr K insured his car with Admiral. When he took out the policy, he said he’d cover around 15,000 miles per year. Un... (2 pages)View decision -
Decision Reference DRN-6001501
5 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6001501 The complaint Miss B complained that Monzo Bank Ltd had failed to sort out problems she had when trying to access her account via Monzo’s mobile banking app. What happened Miss B, a Monzo customer, repeatedly faced issues accessing her account due to issues with her Persona... (4 pages)View decision -
Decision Reference DRN-5781827
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5781827 The complaint Mr W’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 him under Section 140A of the Consumer Credit Act 1974 ... (12 pages)View decision