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 386796 results
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Decision Reference DRN-5944503
26 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5944503 The complaint Miss B complains that Santander UK Plc didn’t pay her a cash incentive for switching her current account. What happened In June 2025 Santander offered a cash incentive of £180 for eligible accounts opened through the current account switching process. Miss B op... (2 pages)View decision -
Decision Reference DRN-5833555
26 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5833555 The complaint Mr J complains about how he was treated by staff in a branch of TSB Bank plc when he went there to pay in a cheque. What happened At the end of June 2025, Mr J went to a branch of TSB to pay in a cheque which was processed, asking for confirmation for his recor... (2 pages)View decision -
Decision Reference DRN-5975873
26 Nov 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-5975873 The complaint Mr and Mrs O complain about the commission The Royal London Mutual Insurance Society Limited has paid to third parties in relation to their life assurance policy. What happened In 2002 Mr and Mrs O took out a reviewable whole of life assurance policy with Scott... (6 pages)View decision -
Decision Reference DRN-5969261
26 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5969261 The complaint Mrs M complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance rejected her claim in respect of a faulty car. What happened In December 2022 Mrs M bought a second-hand car at a cost of £22,300 funded by a deposit of £3,500 with the bala... (3 pages)View decision -
Decision Reference DRN-5928024
26 Nov 2025 Bedworth, Rugby and Nuneaton Citizens Advice Bureau Not upheldConsumer CreditDRN-5928024 The complaint Mr S complains Bedworth, Rugby and Nuneaton Citizens Advice Bureau (I’ll refer to them as CAB for simplicity): • Ignored his request for help with multiple issues including discrimination, employment and health • Didn’t treat him well or explain things properly... (6 pages)View decision -
Decision Reference DRN-5955394
26 Nov 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5955394 The complaint Mrs M complains that a used car supplied to her by Stellantis Financial Services UK Limited (SFS) under a conditional sale agreement is of unsatisfactory quality. What happened Mrs M took out the conditional sale agreement with SFS in late November 2024 for th... (4 pages)View decision -
Decision Reference DRN-5954281
26 Nov 2025 Society of Lloyd's UpheldInsuranceDRN-5954281 The complaint Mr C’s complained that Society of Lloyds haven’t dealt fairly with the claim he made after an escape of water in his park home. What happened The details of the complaint are well known to both parties, so I won’t set them out in full here. But, to summarise, i... (3 pages)View decision -
Decision Reference DRN-5839937
26 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5839937 The complaint Mr B is unhappy with how British Gas Insurance Limited (British Gas) handled a claim made under his HomeCare Four insurance policy. Any references to British Gas include its agents. What happened As both sides are aware, one of my Ombudsman colleagues has alr... (3 pages)View decision -
Decision Reference DRN-5791166
26 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791166 The complaint Mrs C complains that Revolut Ltd did not reimburse the funds she lost to a scam. What happened Mrs C says that she came across an investment opportunity and that she had a mentor who could help her learn how to invest in cryptocurrency. She was advised to open ... (2 pages)View decision -
Decision Reference DRN-5915130
26 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5915130 The complaint Ms G complains that TSB Bank plc didn’t notify her that there wouldn’t be enough money in her current account to pay a standing order in June 2025 and that its customer service was poor when she complained. What happened Ms G has a current account and a Monthl... (2 pages)View decision
