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-5993267
5 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5993267 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Porsche Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire... (3 pages)View decision -
Decision Reference DRN-6001892
5 Jan 2026 Motability Operations Limited UpheldConsumer CreditDRN-6001892 The complaint Miss H complains that a car that was supplied to her under a hire agreement with Motability Operations Limited wasn’t of satisfactory quality and about other issues arising from the car being destroyed by a fire. What happened A new car was supplied to Miss H u... (4 pages)View decision -
Decision Reference DRN-6055823
5 Jan 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-6055823 The complaint Mr and Mrs V are unhappy with how Lloyds Bank General Insurance Limited trading as Halifax dealt with their home insurance claim after a house fire. The complaint involves the actions of agents acting on Lloyds’ behalf. Any reference to Lloyds includes its age... (4 pages)View decision -
Decision Reference DRN-5900946
5 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-5900946 The complaint Ms B complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Ms B under a hire purchase agreement with Black Horse that she electronically s... (3 pages)View decision -
Decision Reference DRN-5953584
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5953584 The complaint J, a limited company, complains Santander UK Plc migrated its account, which was free from fees to an account which incurs a monthly fee in October 2025. J is represented in bringing this complaint to us by one of its directors, Mr J. What happened J originally... (5 pages)View decision -
Decision Reference DRN-6055894
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055894 THE COMPLAINT Mr O complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr O is represented by Oakwood Solicitors (“Oakwood”) in this matter. However, where appropriate, I will refer to Mr O solely in this decis... (4 pages)View decision -
Decision Reference DRN-5836384
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5836384 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 197... (10 pages)View decision -
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