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-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 -
Decision Reference DRN-5917768
25 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5917768 The complaint Mr F complains that Marks & Spencer Financial Services plc trading as M&S Bank no longer accept payments to his credit card balance in store. What happened Mr F is unhappy that he can no longer pay his M&S credit card in M&S stores. Paying by ot... (2 pages)View decision -
Decision Reference DRN-5805370
25 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5805370 The complaint Miss W’s complaint is about a claim she made on her INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which was declined. Miss W says she was treated unfairly. What happened The details of this complaint are well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5947191
25 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5947191 The complaint Mr G has complained about the actions of Lloyds Bank PLC (Lloyds) after he fell victim to a scam What happened Mr G has said he saw an advert for an investment opportunity and clicked on the link which took him to the website. He was advised by the scammer to o... (4 pages)View decision -
Decision Reference DRN-5921960
25 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5921960 The complaint Mrs G complains that Madison CF UK Limited trading as 118 118 Money (Madison) irresponsibly entered into a fixed sum loan agreement with her that she could not afford to repay. What happened In January 2025 Mrs G applied for a loan with Madison. She was given ... (3 pages)View decision
