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 380824 results
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Decision Reference DRN-5692499
14 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5692499 The complaint Miss B complains that Go Car Credit Limited (GCC) said it intended to retain the insurance settlement after a car it supplied, under a hire purchase agreement, was declared a total loss. What happened In October 2021, Miss B was supplied with a car through a hi... (3 pages)View decision -
Decision Reference DRN-5254959
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5254959 The complaint Mrs F complains that Santander UK Plc will not refund the money she says she lost to a scam. What happened Mrs F was introduced to an investment opportunity with a company which I’ll call ‘M’ by her financial adviser. She understood that she was investing in ‘... (2 pages)View decision -
Decision Reference DRN-5503995
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503995 The complaint Mr B has complained about a Monzo credit card account, also known as a flex account, that was provided to him by Monzo Bank Limited (“Monzo”). He’s said the card was unaffordable for him and so it should never have been provided in the first place. What happen... (4 pages)View decision -
Decision Reference DRN-5296153
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296153 The complaint Miss B is unhappy Lloyds Bank PLC will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss B fell victim to a job/task scam. She was con... (3 pages)View decision -
Decision Reference DRN-5748912
14 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5748912 The complaint The estate of Mrs P complains about Aviva Insurance Limited’s handling of a subsidence claim made under the late Mrs P’s home insurance policy. This complaint has been brought to the Financial Ombudsman Service by the Executors of the estate of Mrs P. The Execu... (5 pages)View decision -
Decision Reference DRN-5754830
14 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5754830 The complaint Mr A has complained about the way Aviva Insurance Limited handled a claim he made under a buildings insurance policy. Reference to Aviva includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the backgrou... (6 pages)View decision -
Decision Reference DRN-5750255
14 Aug 2025 ReAssure Life Limited UpheldInsuranceDRN-5750255 The complaint Mr and Mrs E complain about the way ReAssure Life Limited managed their Reviewable Whole of Life policy. They complain that they agreed a certain premium at the outset, in return for a sum assured, and ReAssure hasn’t kept to that agreement. What happened Mr an... (4 pages)View decision -
Decision Reference DRN-5740198
14 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5740198 The complaint The estate of Mr C complains that Clydesdale Bank PLC trading as Virgin Money cancelled a direct debit for premiums to an insurance company, L. Mrs C acts as the representative of the estate. Mr C's account was with a bank which was a predecessor of Virgin... (2 pages)View decision -
Decision Reference DRN-5724063
14 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5724063 The complaint Mr S says Moneybarn No. 1 Limited (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that Moneybarn failed to conduct pr... (4 pages)View decision -
Decision Reference DRN-5309689
14 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5309689 The complaint Mr E is unhappy Bank of Scotland plc (“BoS”) hasn’t reimbursed him after he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mr E s... (3 pages)View decision
