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-5965783
5 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5965783 THE COMPLAINT Mr P complains that Zopa Bank Limited (“Zopa”) will not reimburse him money he says he is entitled to under section 75 of the Consumer Credit Act 1974 (“CCA”). WHAT HAPPENED In short, Mr P says he used his Zopa credit card to purchase ‘recruitment software’ fo... (3 pages)View decision -
Decision Reference DRN-5955567
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5955567 The complaint Mrs O complains that Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect her when she fell victim to an investment scam. Mrs O is being represented by solicitors in this complaint. What happened Mrs O came across a company, which I’ll call “H”, through an ... (2 pages)View decision -
Decision Reference DRN-5764931
5 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764931 The complaint Ms B complains about the settlement of her contents insurance claim by Aviva Insurance Limited (‘Aviva’). What happened The background to this complaint is well known to Ms B and Aviva. I won’t repeat in detail what’s already known to both parties, instead, in ... (3 pages)View decision -
Decision Reference DRN-5933434
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5933434 The complaint Mr J complains that Bank of Scotland Plc, trading as Halifax, won’t reimburse funds he says he lost to an investment fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In or around J... (3 pages)View decision -
Decision Reference DRN-5934162
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5934162 The complaint Miss Z has complained that NewDay Ltd, trading as Aqua, were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Aqua provided Miss Z with a credit card in March 2021 with a limit of £900. This limit was in... (3 pages)View decision -
Decision Reference DRN-5915569
5 Dec 2025 Premium Credit Limited Not upheldConsumer CreditDRN-5915569 The complaint Miss W complains about a claim she made to Premium Credit Limited (PCL) under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened Miss W took out a training course with a provider who I’ll call L. The course cost £2,305.47. Including an addit... (4 pages)View decision -
Decision Reference DRN-5652962
5 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5652962 The complaint Mr A complains that Wise Payments Limited (Wise) failed to protect him from losing money in a scam. A professional representative, C, has brought the complaint to the Financial Ombudsman Service on Mr A’s behalf. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5793194
5 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5793194 The complaint Mr W complains about the service provided and repudiation of his home insurance claim by U K Insurance Limited trading as Privilege Insurance (‘UKI’) Some of Mr W’s dissatisfaction relates to the actions of agents acting on behalf of UKI. As UKI have accepted r... (3 pages)View decision -
Decision Reference DRN-5922164
5 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5922164 The complaint Mr U complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties so I won’t repeat all the details. In summary, Mr U says he was introduced by a friend (‘G’) to a c... (3 pages)View decision -
Decision Reference DRN-6001188
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6001188 The complaint Mr and Mrs L’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 ... (4 pages)View decision