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-5993090
15 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5993090 The complaint Miss B has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a property rental she paid for with credit it provided. What happened The facts of this case are not disputed so I... (4 pages)View decision -
Decision Reference DRN-6005915
15 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6005915 The complaint Mrs G has complained about the way British Gas Insurance Limited handled a claim under a HomeCare policy. Mrs G is represented in this complaint by her daughter, Mrs F. What happened Mrs G and the late Mr G made a claim under a HomeCare policy on 22 October ... (3 pages)View decision -
Decision Reference DRN-5574837
15 Jan 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5574837 The complaint Mr K complains about the rejection of a claim under a joint life assurance policy by Legal and General Assurance Society Limited (Legal and General). He says he and his wife took out a joint plan in 1999 with a term which ran until 2022. Mr K’s wife passed aw... (6 pages)View decision -
Decision Reference DRN-5863431
15 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5863431 The complaint Mr P and Miss S complain about Advantage Insurance Company Limited’s decision to turn down a claim made under their buildings insurance policy. Advantage has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of... (3 pages)View decision -
Decision Reference DRN-6070785
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6070785 The complaint Mr G complains that Santander UK Plc (‘Santander’) acted irresponsibly by not preventing him from making repeated gambling transactions between May 2023 and January 2025. An ombudsman colleague has issued a jurisdiction decision saying that this service can on... (2 pages)View decision -
Decision Reference DRN-5806610
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5806610 The Complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision -
Decision Reference DRN-5766130
15 Jan 2026 Handelsbanken plc Not upheldBanking and PaymentsDRN-5766130 The complaint A business partnership, which I’ll refer to as ‘A’, is unhappy with how Handelsbanken plc have administered its loans. A’s complaint is brought to this service by one of the partners, whom I’ll refer to as ‘Mr K’. What happened In November 2024, Mr K raised a c... (2 pages)View decision -
Decision Reference DRN-5735329
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735329 The complaint Mr W is unhappy that Barclays Bank UK PLC (Barclays) won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr W has explained that in February 2025 ... (3 pages)View decision -
Decision Reference DRN-5880776
15 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5880776 The complaint Mr B has complained about his car insurer Admiral Insurance (Gibraltar) Limited, he thinks it has underpaid his total loss claim by applying an unfairly low market value to his car. What happened Mr B was involved in an accident. He made a claim to Admiral wh... (3 pages)View decision -
Decision Reference DRN-6072029
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6072029 The complaint Ms K complains Lloyds Bank PLC (“Lloyds”) closed her accounts and provided poor customer service to her in branch because of long waiting times, and rude and unhelpful staff What happened The background to this complaint is well known by both parties, so I won’... (2 pages)View decision