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-5907171
8 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5907171 The complaint Ms G complains that there should still be a balance in an old savings account held with Bank of Scotland plc trading as Halifax. What happened Ms G had a savings account with Halifax. She recently found the passbook for the account which showed the account was... (2 pages)View decision -
Decision Reference DRN-5842578
8 Dec 2025 Equifax Limited Not upheldConsumer CreditDRN-5842578 The complaint Mr H complains Equifax Limited was reporting incorrect information on his credit file. What happened In June 2025 Mr H contacted Equifax as he noticed an account with a company I’ll refer to as T and a third-party name on his credit file he didn’t recognise. He... (3 pages)View decision -
Decision Reference DRN-5841039
8 Dec 2025 Utility Warehouse Limited Not upheldInsuranceDRN-5841039 The complaint Mr A complains that he was mis-sold a Bill Protector Insurance policy by Utility Warehouse Limited (“UW What happened Mr A took out the insurance policy in February 2023, after he opened a UW account for his utility bills. The policy offered cover for Mr A’s U... (5 pages)View decision -
Decision Reference DRN-5907736
8 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5907736 The complaint Mr M and Mrs M complain that Bank of Scotland Plc failed to protect Mr M from losing money in a scam. A professional representative, W, has brought the complaint to the Financial Ombudsman Service on the couple’s behalf. What happened The background to this c... (5 pages)View decision -
Decision Reference DRN-5843343
8 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5843343 The complaint Mr M and Ms M complain that U K Insurance Limited trading as Direct Line (“UKI”) unfairly declined a claim under their landlord insurance policy. Mr M has acted as the main representative during the claim and complaint process. So, for ease of reference, I wil... (5 pages)View decision -
Decision Reference DRN-5832467
8 Dec 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5832467 The complaint Mr K has complained about his parts and garage insurer Acromas Insurance Company Limited because it declined his claim for a failed clutch. What happened Mr K suffered a breakdown and was followed by a recovery vehicle to an Acormas approved garage. The garage... (3 pages)View decision -
Decision Reference DRN-5997395
8 Dec 2025 Moscrops Financial Planning (Bury) LLP Not upheldInvestmentsDRN-5997395 The complaint Mr H has complained about the actions of Moscrops Financial Planning (Bury) LLP in its dealings with his investment portfolio. What happened I have previously issued a provisional decision regarding this complaint. The following represents excerpts from my pro... (7 pages)View decision -
Decision Reference DRN-5998172
8 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5998172 The complaint Mrs A’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 1974... (11 pages)View decision -
Decision Reference DRN-5778644
8 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5778644 The complaint Mr M complains that Lloyds Bank PLC (Lloyds) are holding him liable for three loans he did not apply for. He also says that he did not authorise three large payments that left his account. What happened Mr M says on receiving a text message from Lloyds on 10 O... (5 pages)View decision -
Decision Reference DRN-5950254
8 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5950254 The complaint Mr M and Ms M complain that they were mis-sold landlord insurance policies by U K Insurance Limited trading as Direct Line (“UKI”). Mr M has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any... (3 pages)View decision