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-5743579
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5743579 The complaint Mr S is unhappy that National Westminster Bank Public Limited Company (“NatWest”) took a direct debit amount that differed from the amount it said it would take and didn’t provide him with any advance notice of the change. What happened Mr S has a credit accoun... (3 pages)View decision -
Decision Reference DRN-5848236
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5848236 The complaint Miss G complains about the service received from Bank of Scotland plc trading as Halifax (“Halifax”) when it refused a current account switch request without providing an explanation resulting in financial detriment to Miss G due to the inability to manage her ... (3 pages)View decision -
Decision Reference DRN-5923008
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5923008 The complaint Mr S complains that Barclays Bank UK PLC failed to adequately protect or support him with his gambling addiction. He states he lost over £20,000 from the online betting and gambling transactions he made on his account. He complains this has affected his mental ... (2 pages)View decision -
Decision Reference DRN-5967117
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5967117 The complaint Mr U complains National Westminster Bank Public Limited Company (NatWest) hasn’t refunded money he lost as the result of a scam or raised chargeback requests to recover his lost funds. What happened Both parties are familiar with the circumstances of the compl... (3 pages)View decision -
Decision Reference DRN-5688480
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688480 The complaint Miss B says that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss B was approved for a NatWest credit card in February 2024, with a £7,050 credit limit. She says this was irresponsibly lent to her. Miss B ... (3 pages)View decision -
Decision Reference DRN-5827344
25 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5827344 The complaint Mr S, on behalf of company P, is unhappy Clydesdale Bank Plc trading as Virgin Money blocked their account with no notice or explanation as to why. What happened Virgin Money blocked P’s account on 15 April 2025 whilst it conducted a review. Mr S complained t... (2 pages)View decision -
Decision Reference DRN-5880118
25 Nov 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5880118 The complaint Mr A complains that Bank of Ireland (UK) Plc (BOI) did not accept a cheque he’d paid into his bank account. What happened In July 2025, Mr A paid a cheque for £2,100 into his BOI bank account. But the funds were not credited to his account. BOI said that was be... (4 pages)View decision -
Decision Reference DRN-5842324
25 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5842324 The complaint This complaint arises from an earlier complaint Mr K brought to the Financial Ombudsman Service about THE CO-OPERATIVE BANK P.L.C. (Co-op). He’s unhappy that Co-op took six months to pay him the compensation agreed in settlement of the first complaint. What ha... (2 pages)View decision -
Decision Reference DRN-5848166
25 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5848166 The complaint Mr S complains that HSBC UK Bank Plc lent to him irresponsibly when it agreed to increase his overdraft limit. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summa... (6 pages)View decision -
Decision Reference DRN-5914269
25 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5914269 The complaint Mr and Mrs Y complain that Great Lakes Insurance UK Limited declined their claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened Mr and Mrs Y have an annual travel insurance policy underwritten by Great Lakes.... (3 pages)View decision