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 384131 results
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Decision Reference DRN-5973947
25 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5973947 The complaint Mr C complains that MBNA Limited trading as MBNA irresponsibly lent to him. What happened Mr C was approved for an MBNA credit card in April 2022 for a £4,500 credit limit. Mr C says this was irresponsibly lent to him, and he made a complaint to MBNA, who did n... (4 pages)View decision -
Decision Reference DRN-5939588
25 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5939588 The complaint Mr M has complained about how Great Lakes Insurance UK Limited (Great Lakes) settled a claim under his mobile phone policy. References to Great Lakes include companies acting on its behalf. What happened Mr M made a claim for his laptop. At Great Lakes’ reque... (3 pages)View decision -
Decision Reference DRN-5760773
25 Nov 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5760773 The complaint Mr Y has complained that Astrenska Insurance Limited unfairly and unreasonably declined to deal with his claim under his mobile phone insurance policy when his phone had broken down. Mr Y is represented by his wife Mrs H but I shall just refer to Mr Y througho... (4 pages)View decision -
Decision Reference DRN-5536773
25 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5536773 The complaint Ms H complains that Revolut Ltd won’t refund payments she didn’t make or allow anyone else to make. What happened Ms H has an e-money account with Revolut. She’s disputing four payments made in February 2024 totalling just over £3,300. Revolut’s records show t... (4 pages)View decision -
Decision Reference DRN-5796256
25 Nov 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5796256 The complaint Mrs G complains about the service she received from Barclays Bank UK PLC (“Barclays”) in relation to her mortgage. What happened Mrs G had a mortgage with Barclays. She complained to the Financial Ombudsman Service about a number of issues, and in August 2024 a... (3 pages)View decision -
Decision Reference DRN-5972969
25 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5972969 The complaint Mr A complains about the events and outcomes that occurred after that Aviva Life & Pensions UK Limited (Aviva) informed him that it had incorrectly calculated the entitlements from his pension plan when he drew his benefits in May 2023. He says Aviva’s prop... (7 pages)View decision -
Decision Reference DRN-5910112
25 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5910112 The complaint Miss S complains that Nationwide Building Society didn’t pay her the incentive it advertised when she switched her current account. What happened Miss S opened a new current account with Nationwide using the current account switching service at the end of March... (2 pages)View decision -
Decision Reference DRN-5923418
25 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5923418 The complaint Mr R complains that American Express Services Europe Limited (AESEL) didn’t update his mobile number for the purpose of two step authentication when he updated his contact details. What happened On 21 November 2024 Mr R accessed the AESEL online portal and upda... (2 pages)View decision -
Decision Reference DRN-5873763
25 Nov 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5873763 The complaint Mr S complains that Northern Bank Limited trading as Danske Bank failed to apply a block to his current account which would have prevented certain gambling transactions. What happened Mr S has a current account with Danske Bank. On 27 November 2024, he called a... (2 pages)View decision -
Decision Reference DRN-5846112
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5846112 The complaint Mrs T complains that a pending transaction remained on her bank account with Barclays Bank UK PLC for over a week What happened On 23 July 2025, Mrs T used her Barclays debit card to buy some petrol. The pump she used was faulty and her card was returned. But a... (2 pages)View decision
