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 392389 results
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Decision Reference DRN-6085623
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6085623 The complaint Mrs P complains National Westminster Bank Public Limited Company (“NatWest”) failed to protect her from financial harm when she fell victim to a scam. Mrs P initially had appointed a professional representative who brought this complaint on her behalf, but rece... (4 pages)View decision -
Decision Reference DRN-6067313
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6067313 The complaint Mr G complains that Bank of Scotland plc trading as Halifax hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr G has said that ... (2 pages)View decision -
Decision Reference DRN-5797042
16 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5797042 The complaint Mr D complains one of Domestic & General Insurance Plc’s (D&G) engineers damaged his floor following a claim he made under his home appliance insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I... (2 pages)View decision -
Decision Reference DRN-5902326
16 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5902326 The complaint Mr T complained that Liverpool Victoria Insurance Company Limited (“LV”) cancelled his motor insurance policy without his knowledge, which has resulted in court action being taken against him. What happened Mr T said he called LV on 3 March 2024 and asked if hi... (3 pages)View decision -
Decision Reference DRN-5807755
16 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5807755 The complaint Mrs E and Mrs W complain that Lloyds Bank PLC (‘Lloyds’) declined to reimburse payments they made to what they now believe to be a scam. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail of what ... (5 pages)View decision -
Decision Reference DRN-6026307
16 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6026307 The complaint Mr M complains that MBNA Limited displayed incorrect information on his credit file. What happened Mr M held two credit cards with MBNA. In March 2020, Mr M was declared bankrupt; he was discharged a year later, in March 2021. In 2025, Mr M discovered that hi... (3 pages)View decision -
Decision Reference DRN-5665377
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665377 The complaint Mrs J complains that Monzo Bank Ltd failed to protect her from losing money in an investment scam. A professional representative, W, has brought the complaint to the Financial Ombudsman Service on Mrs J’s behalf. What happened Mrs J became involved in the scam ... (4 pages)View decision -
Decision Reference DRN-5886851
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5886851 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-6054194
16 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6054194 The complaint Mr C complains that a vehicle supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) is of unsatisfactory quality. Mr C’s complaint centres on what was offered by CAF to resolve the complaint due to his experience with the vehicle and... (3 pages)View decision -
Decision Reference DRN-6084820
16 Jan 2026 Nationwide Building Society Not upheldConsumer CreditDRN-6084820 The complaint Miss R complains that Nationwide Building Society registered a default incorrectly on her credit file, which delayed her mortgage application and resulted in her incurring significant costs. What happened Following a legal dispute, a Tomlin Order was issued in... (4 pages)View decision