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 171072 results
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Decision Reference DRN-5685378
28 Aug 2025 Investec Bank PLC Not upheldBanking and PaymentsDRN-5685378 The complaint Mr R complains Investec Bank PLC failed to action his transfer request in a timely manner and it provided him with poor service. What happened Mr R held an Investec savings account. In December 2023 Mr R made a request to obtain some funds from his account. In... (4 pages)View decision -
Decision Reference DRN-5192826
28 Aug 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5192826 The complaint Miss R, a director of S, has brought S's complaint to the Financial Ombudsman with the assistance of a professional representative. However, for ease, I will mostly refer to Miss R throughout my decision. Miss R is unhappy ClearBank Limited won’t refund m... (5 pages)View decision -
Decision Reference DRN-5709973
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709973 The complaint Miss M complains Revolut Ltd didn’t stop payments she made to third-party companies for gambling, despite having a gambling block on her account. What happened Miss M said she made multiple payments to third-party online gambling companies over a period of 12 m... (5 pages)View decision -
Decision Reference DRN-5781274
28 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5781274 The complaint Mr C is unhappy that American Express Services Europe Limited (“AmEx”) won’t upgrade his companion voucher and with the information presented by AmEx surrounding that. What happened Mr C held an AmEx credit card account on which he qualified for an airline comp... (4 pages)View decision -
Decision Reference DRN-5704766
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5704766 The complaint Mr K complains that Nationwide Building Society didn’t give him enough information in a text alert about a direct debit payment due and he had to phone up about this. What happened Mr K explains that the text alert only gave initials for the direct debit origin... (2 pages)View decision -
Decision Reference DRN-5780526
28 Aug 2025 Zenauto Limited UpheldConsumer CreditDRN-5780526 The complaint Mrs B complains about the quality of a new car she acquired through a hire agreement with Zenauto Limited (‘Zenauto’). Mrs B says that the car wasn’t of satisfactory quality. Zenauto has now agreed that this is the case, and it has offered to pay compensation. ... (4 pages)View decision -
Decision Reference DRN-5780693
28 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5780693 The complaint Mr A complains about American Express Services Europe Limited (AESEL) incorrectly and unfairly charging him for a reversed transaction after he closed his account with them. Also, about the poor service they provided. What happened The detailed background to t... (9 pages)View decision -
Decision Reference DRN-5415537
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5415537 The complaint Ms N complains that HSBC UK Bank Plc trading as HSBC UK did not reimburse the money she lost to a scam. What happened Ms N was interested in investing and in September 2022 she received an email from a self- help guru she’d had previous dealings with which set ... (5 pages)View decision -
Decision Reference DRN-5483311
28 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5483311 The complaint Miss F says that Santander Consumer (UK) Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that she was a stude... (4 pages)View decision -
Decision Reference DRN-5501419
28 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5501419 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a condi... (3 pages)View decision
