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 125363 results
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Decision Reference DRN-4785081
8 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4785081 The complaint Mr F complains that TSB Bank plc took far too long to release funds from his closed account. He said TSB misled him about the process and gave no care to his circumstances. What happened I sent the parties a provisional decision in March 2024, in which I set out t... (4 pages)View decision -
Decision Reference DRN-4784953
8 May 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4784953 The complaint Miss Y’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined by C&G. Miss Y says that C&G treated her unfairly. What happened Miss Y took out pet insurance wi... (4 pages)View decision -
Decision Reference DRN-4784537
8 May 2024 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4784537 The complaint Mr B has complained that the advice provided by JLT Wealth Management Limited (‘JLT’) to transfer his deferred occupational defined benefit (‘DB’) pension to a personal pension held with Standard Life was unsuitable and has caused financial loss. Mr B is being rep... (9 pages)View decision -
Decision Reference DRN-4708514
8 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4708514 The complaint Mrs O says that when she switched accounts to Nationwide Building Society (“Nationwide”), most of the Direct Debits set up on her old account were not set up on her new account. Mrs O also says that she didn’t receive her salary as well due the failure of the acco... (3 pages)View decision -
Decision Reference DRN-4626423
8 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4626423 The complaint Mrs A is unhappy with Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of what she says is a fraudulent claim made against her motor insurance policy. What happened Mrs A has previously asked the Financial Ombudsman Service to consider a complaint about ... (2 pages)View decision -
Decision Reference DRN-4784671
8 May 2024 U K Insurance Limited UpheldInsuranceDRN-4784671 The complaint Mr J complains UK Insurance Limited trading as Churchill (UKI) unfairly cancelled his motor insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As UKI have accepted it is acco... (3 pages)View decision -
Decision Reference DRN-4783601
8 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4783601 The complaint Mr C says NewDay Ltd, trading as John Lewis Credit Card, unfairly continued to block payments he tried to make using his credit card account. What happened Mr C was prevented from making a purchase using his credit card in September 2023 due to suspected fraud. He... (3 pages)View decision -
Decision Reference DRN-4716962
8 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4716962 The complaint Mrs W complains that Admiral Insurance (Gibraltar) Limited would not cover the full cost of repairing her car after she made a claim on her motor insurance policy. What happened An Ombudsman looked at this case and provided her initial thoughts in her provisional ... (4 pages)View decision -
Decision Reference DRN-4784480
7 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784480 The complaint Miss Y has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2023, Monzo received a report that Miss Y had received money for goods, but then not provided them and blocked the buyer. Miss Y expla... (3 pages)View decision -
Decision Reference DRN-4782413
7 May 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4782413 The complaint Mr H complains that Sainsbury’s Bank Plc declined to refund money he lost to a scam. What happened In October 2022, Mr H was on holiday overseas. While shopping one day he was offered a tablet for £30, which he agreed to buy, but he was told he would need an activ... (4 pages)View decision
