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 130193 results
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Decision Reference DRN-6020119
17 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6020119 The complaint Mr F complains that esure Insurance Limited’s offer to settle a claim on his motor insurance is unfair. What happened Mr F had a motor insurance policy with esure. In November 2024, he was involved in a road accident when a delivery van collided with his car. H... (6 pages)View decision -
Decision Reference DRN-6159264
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6159264 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr A appl... (4 pages)View decision -
Decision Reference DRN-6157266
17 Feb 2026 Warner Matthews Limited UpheldInvestmentsDRN-6157266 The complaint Miss M says that Warner Matthews Limited (“WML”) should compensate her for losses caused by its delays in providing her with investment advice and ultimately when it declined to give her formal advice at all. Miss M also complains that during this process, WML ... (7 pages)View decision -
Decision Reference DRN-6014990
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6014990 The complaint Mrs C complains about Clydesdale Bank Plc trading as Virgin Money’s (Virgin) decision to lend to her. She’s also unhappy about their management of her credit card account and feels they ought to have realised she was in financial difficulties. What happened The... (4 pages)View decision -
Decision Reference DRN-5839397
17 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5839397 The complaint Mrs H is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) when dealing with a claim under her home emergency insurance policy. Mrs H is being represented by a third party in bringing her complaint to the Financial Ombudsman... (3 pages)View decision -
Decision Reference DRN-5955082
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5955082 The complaint Mr G complains about the way that National Westminster Bank PLC (“NatWest”) administered his joint current account. He says he was given incorrect advice that affected his access to credit. What happened Mr G had a joint current account with his wife. In late 2... (4 pages)View decision -
Decision Reference DRN-5861958
17 Feb 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-5861958 The complaint Mr A complains about the quality of a car he was supplied with by Creation Consumer Finance Ltd (“Creation”). What happened Mr A entered into a hire purchase agreement with Creation on 26 March 2025 for the supply of a new car. On 14 April 2025, he contacted th... (5 pages)View decision -
Decision Reference DRN-5854882
17 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5854882 The complaint Mr B complains Monzo Bank Ltd won’t refund payments which he says he didn’t authorise, and that it has failed to provide him with adequate support as a vulnerable consumer. What happened Mr B says he used an online casino and was initially able to deposit funds... (4 pages)View decision -
Decision Reference DRN-6123549
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6123549 The complaint Miss J complains that Metro Bank PLC didn’t provide her with the required 60 days’ notice to reduce the interest rate on her account. What happened Miss J says she noticed on 30 June 2025 that the interest had reduced on her account despite her viewed interest... (2 pages)View decision -
Decision Reference DRN-6157764
17 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6157764 The complaint Mrs M complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined a claim for storm damage under her home buildings insurance policy. What happened Mrs M said that on 24 January 2025 part of a gable wall at the rear of her house collaps... (5 pages)View decision