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-5654979
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5654979 The complaint Mr W and Mrs W are unhappy that Nationwide Building Society (Nationwide) won’t refund money they believe was lost to a scam. A professional representative, M, has brought the complaint to the Financial Ombudsman Service on their behalf. What happened In 2019,... (3 pages)View decision -
Decision Reference DRN-5936139
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5936139 The complaint Mr B’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5982215
5 Dec 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5982215 The complaint Mrs T is unhappy with delays when Legal and General Assurance Society Limited were considering a claim she made on her life and critical illness insurance policy. What happened Mrs T claimed on her life and critical illness policy following a cancer diagnosis. ... (2 pages)View decision -
Decision Reference DRN-5850176
5 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5850176 The complaint Mr C complains about the way Domestic & General Insurance Plc (D&G) have handled his claim under his television insurance policy. What happened Mr C had a D&G appliance insurance policy for a television. In May 2025, Mr C contacted D&G to make... (2 pages)View decision -
Decision Reference DRN-5965681
5 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5965681 The complaint Mr C complains that Santander UK Plc won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (2 pages)View decision -
Decision Reference DRN-5751516
5 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5751516 The complaint Mr M complains about Starling Bank Limited. He says that he has fallen victim to a scam, and Starling won’t reimburse him for the funds he lost. What happened Mr M was introduced to an investment with ‘C’ – a company offering investment in social housing - b... (5 pages)View decision -
Decision Reference DRN-6000444
5 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6000444 The complaint Mrs R complains about the way Accredited Insurance (Europe) Ltd (‘Accredited’) handled an escape of water claim she made on her home insurance policy and says their contractors caused further damage to her property. What happened Mrs R held a home insurance po... (7 pages)View decision -
Decision Reference DRN-5919031
5 Dec 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5919031 The complaint Miss P complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In August 2023 Miss P entered into a 2... (4 pages)View decision -
Decision Reference DRN-5781780
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5781780 The complaint Mr G’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 them under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-5912948
5 Dec 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5912948 The complaint Mr S complains that Yorkshire Building Society (YBS) won’t refund him the money he says he lost in a work tasks scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them in detail here. Instead, ... (3 pages)View decision