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 391431 results
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Decision Reference DRN-5899279
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5899279 The complaint Mr J complains that Bank of Scotland plc suspended his account without good reason. He says too that the procedure for having the suspension lifted was unnecessarily complex and inconvenient and that it was not clearly explained to him. What happened In July 20... (2 pages)View decision -
Decision Reference DRN-5793679
5 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5793679 The complaint Mr H is unhappy with the impact Aviva Life & Pensions UK Limited’s decision to decline his claim has had. What happened This complaint is a continuation of another case we issued a final decision on in May 2025. In that case, the deciding ombudsman found th... (3 pages)View decision -
Decision Reference DRN-5780240
5 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5780240 The complaint Mr R complains that TSB Bank plc won’t reimburse him in full after he sent funds towards what he now believes was an investment scam. What happened The circumstances of this complaint have been set out in detail already by our investigator, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-6031901
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6031901 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened From what Mr M has said, he committed a speeding offence on 4 January 2024. On about 16 March 2024, Mr M acquired a brand-new... (5 pages)View decision -
Decision Reference DRN-6052913
5 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6052913 The complaint Ms J is complaining that Starling Bank Limited hasn’t agreed to refund a payment that was made from her account after she fell victim to a scam. What happened On 17 September 2024 Ms J received a call from someone (the scammer) who said they were from the Finan... (4 pages)View decision -
Decision Reference DRN-5954734
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5954734 The complaint Mr S complains that Monzo Bank Ltd won’t refund him money he lost in an investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what I conside... (3 pages)View decision -
Decision Reference DRN-6002133
5 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6002133 The complaint Miss K complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss K applied for a Vanquis credit card in August 2019. In her application, Miss K gave an annual income of... (3 pages)View decision -
Decision Reference DRN-5989155
5 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5989155 The complaint Mr L has complained about the quality of a car provided on finance by Startline Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr L with a used car on a hire purchase a... (6 pages)View decision -
Decision Reference DRN-6054499
5 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6054499 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited has recorded an owed balance of £3,600 on his motor insurance policy following the recovery of his vehicle after a road traffic accident. Some actions were taken by Admiral’s agents during the history of... (4 pages)View decision -
Decision Reference DRN-5792709
5 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5792709 The complaint Mr O complains that Wise Payments Limited (‘Wise’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr O says that in March 2025 he received a message from someone who claimed to be from a recruitment company who asked if he would... (2 pages)View decision