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-5940240
8 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5940240 The complaint Mr L complained that Liverpool Victoria Insurance Company Limited (LV) unfairly cancelled his motor insurance policy. What happened In January 2025, Mr L took out a motor insurance policy with LV, which he did through a price comparison website. Mr L set up an... (3 pages)View decision -
Decision Reference DRN-6003652
8 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6003652 The complaint Mr H complains Lloyds Bank PLC (Lloyds) unfairly closed his account and registered a default on his credit file. Mr H also complains he was unable to access his account online due to a security error and is unhappy with the service he received from Lloyds. To... (7 pages)View decision -
Decision Reference DRN-5718177
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5718177 The complaint Mrs C is unhappy that Nationwide Building Society (“Nationwide”) won't reimburse her the money she sent to a third-party for building works. What happened I’m not going to cover all the points raised in detail. The view of 17 July 2025 covered the details... (5 pages)View decision -
Decision Reference DRN-5937020
8 Dec 2025 One Insurance Limited Not upheldInsuranceDRN-5937020 The complaint Mr G complains about how his insurer, One Insurance Limited (One) valued his vehicle as a total loss following an accident. He’s also unhappy at having to pay £150 to have his vehicle returned and being charged an excess of £300 under the policy. Any reference... (5 pages)View decision -
Decision Reference DRN-5924759
8 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5924759 The complaint Mr P complains that Revolut Ltd failed to protect him from losing money in a scam. A professional representative, R, has brought the complaint to the Financial Ombudsman Service on Mr P’s behalf. What happened R explained that Mr P fell victim to a job scam i... (4 pages)View decision -
Decision Reference DRN-5883069
8 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5883069 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse him after he fell victim to an authorised push payment (APP) scam. What happened In June 2019, Mr B invested £5,000 in a company I’ll call ‘D’ who said it was investing in property development. He s... (4 pages)View decision -
Decision Reference DRN-6003636
8 Dec 2025 Airbnb Payments UK Limited Not upheldBanking and PaymentsDRN-6003636 The complaint X complains that Airbnb Payments UK Limited (which I’ll call “APUK”) has not passed on a payment for a booking and that it has closed his account. What happened X is an Airbnb host. APUK is an electronic money institution which facilitates payments between Airb... (2 pages)View decision -
Decision Reference DRN-5880562
8 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5880562 The complaint Mr M complains that Santander UK Plc has added fees to his mortgage balance, and that it failed to collect a payment despite agreeing to do so. What happened Mr M has a mortgage with Santander. He’s been in arrears for some time and Santander took legal action,... (2 pages)View decision -
Decision Reference DRN-5595763
8 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5595763 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her when she fell victim to two separate investment scams. Mrs C is professionally represented, however, to keep things simple, I’ll refer to Mrs C throughout my decision. What happened The backg... (4 pages)View decision -
Decision Reference DRN-5957740
8 Dec 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5957740 The complaint Mr B complained that when he applied to extend his mortgage borrowing with The Mortgage Works (UK) Plc (“TMW”) it charged him £15 for paying out the advance. Mr B said he could have used a free service instead, and when he asked about this, TMW was rude to him.... (3 pages)View decision