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
-
Decision Reference DRN-5985962
5 Dec 2025 Wesleyan Assurance Society Not upheldPensions and AnnuitiesDRN-5985962 The complaint Mr T complains that Wesleyan Assurance Society (Wesleyan) should have asked him for his tax-code before he took his benefits. Instead, he was taxed at an emergency rate on part of his pension withdrawal and this has caused him a loss of use of money and inconve... (3 pages)View decision -
Decision Reference DRN-5931455
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5931455 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (9 pages)View decision -
Decision Reference DRN-6000666
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6000666 The complaint Mrs A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (2) ... (13 pages)View decision -
Decision Reference DRN-5997505
5 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5997505 The complaint Mr L complains about the way AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) managed his credit card account when he notified them of a temporary change of circumstances. What happened The circumstances of this complaint are well known to both parties, so I wo... (6 pages)View decision -
Decision Reference DRN-5799548
5 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799548 The complaint Mr P is unhappy Barclays Bank UK PLC (“Barclays”) hasn’t offered him a refund after he complained about being the victim of a scam. What happened Mr P says he found an advert for a car on a classified ads website. Interested, Mr P went to see the car in person ... (3 pages)View decision -
Decision Reference DRN-5995493
5 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5995493 The complaint Mr and Mrs T have complained about the way British Gas Insurance Limited handled a claim they made under their home emergency insurance policy. Reference to British Gas includes its agents and representatives. As Mr T has primarily dealt with things, I’ll refe... (7 pages)View decision -
Decision Reference DRN-5654979
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5654979 The complaint Mr W and Mrs W are unhappy that Nationwide Building Society (Nationwide) won’t refund money they believe was lost to a scam. A professional representative, M, has brought the complaint to the Financial Ombudsman Service on their behalf. What happened In 2019,... (3 pages)View decision -
Decision Reference DRN-5936139
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5936139 The complaint Mr B’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5982215
5 Dec 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5982215 The complaint Mrs T is unhappy with delays when Legal and General Assurance Society Limited were considering a claim she made on her life and critical illness insurance policy. What happened Mrs T claimed on her life and critical illness policy following a cancer diagnosis. ... (2 pages)View decision -
Decision Reference DRN-5850176
5 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5850176 The complaint Mr C complains about the way Domestic & General Insurance Plc (D&G) have handled his claim under his television insurance policy. What happened Mr C had a D&G appliance insurance policy for a television. In May 2025, Mr C contacted D&G to make... (2 pages)View decision