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-5967117
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5967117 The complaint Mr U complains National Westminster Bank Public Limited Company (NatWest) hasn’t refunded money he lost as the result of a scam or raised chargeback requests to recover his lost funds. What happened Both parties are familiar with the circumstances of the compl... (3 pages)View decision -
Decision Reference DRN-5688480
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688480 The complaint Miss B says that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss B was approved for a NatWest credit card in February 2024, with a £7,050 credit limit. She says this was irresponsibly lent to her. Miss B ... (3 pages)View decision -
Decision Reference DRN-5827344
25 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5827344 The complaint Mr S, on behalf of company P, is unhappy Clydesdale Bank Plc trading as Virgin Money blocked their account with no notice or explanation as to why. What happened Virgin Money blocked P’s account on 15 April 2025 whilst it conducted a review. Mr S complained t... (2 pages)View decision -
Decision Reference DRN-5880118
25 Nov 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5880118 The complaint Mr A complains that Bank of Ireland (UK) Plc (BOI) did not accept a cheque he’d paid into his bank account. What happened In July 2025, Mr A paid a cheque for £2,100 into his BOI bank account. But the funds were not credited to his account. BOI said that was be... (4 pages)View decision -
Decision Reference DRN-5842324
25 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5842324 The complaint This complaint arises from an earlier complaint Mr K brought to the Financial Ombudsman Service about THE CO-OPERATIVE BANK P.L.C. (Co-op). He’s unhappy that Co-op took six months to pay him the compensation agreed in settlement of the first complaint. What ha... (2 pages)View decision -
Decision Reference DRN-5848166
25 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5848166 The complaint Mr S complains that HSBC UK Bank Plc lent to him irresponsibly when it agreed to increase his overdraft limit. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summa... (6 pages)View decision -
Decision Reference DRN-5914269
25 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5914269 The complaint Mr and Mrs Y complain that Great Lakes Insurance UK Limited declined their claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened Mr and Mrs Y have an annual travel insurance policy underwritten by Great Lakes.... (3 pages)View decision -
Decision Reference DRN-5952456
25 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5952456 The complaint Mrs H complains about the way TSB Bank plc has handled switching her current account. What happened Mrs H opened a new Spend & Save current account in February 2025 and at the same time she initiated the process of switching her account to TSB from another ... (3 pages)View decision -
Decision Reference DRN-5717477
25 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5717477 The complaint Miss M complains that Capital One (Europe) plc irresponsibly lent to her. What happened Miss M was approved for a Capital One credit card in March 2022, with a £500 credit limit. The credit limit was increased to £1,500 in December 2022. Miss M says that Capita... (4 pages)View decision -
Decision Reference DRN-5671860
25 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5671860 The complaint Mr A is unhappy with how Aviva Insurance Limited (Aviva) handled a claim made under his motor insurance policy. Any references to Aviva include its agents. What happened In early January 2025, Mr A was on holiday in the UK. He was involved in an accident wher... (5 pages)View decision
