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 4385 results
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Decision Reference DRN-3857736
23 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3857736 The complaint Mr J complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr J had been looking to buy a campervan and, in May 2022, he found one he was interested in on an online auction website. He contacted the seller t... (4 pages)View decision -
Decision Reference DRN7704445
11 Dec 2018 The Co-operative Bank Plc Not upheldBanking and creditMr S complains The Co-operative Bank Plc (“The Co-op”) hasn’t dealt with his chargeback request appropriately. He’s also unhappy about the way they’ve investigated and handled his subsequent complaint. Mr S is assisted in bringing this complaint by his son.backgroundOn ... (4 pages)View decision -
Decision Reference DRN-3462781
20 May 2022 Skipton Building Society UpheldMortgagesDRN-3462781 The complaint Mr G complains that Skipton Building Society (“Skipton”) has put a marker on the National Hunter fraud prevention database in connection with a mortgage application recording misuse of mortgaged property. What happened Mr G and his wife applied for a mortgage with... (4 pages)View decision -
Decision Reference DRN3630912
25 Feb 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss M is unhappy that Advantage Insurance Company Limited cancelled her car insurance. She’s also unhappy with the service she received.backgroundMiss M took out car insurance with Advantage in December 2017. The total cost of cover was £3,318.62 and was to be paid for by ... (4 pages)View decision -
Decision Reference DRN3501199
2 Jul 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr G’s complaint is about the delays when transferring his Self-Invested Personal Pension (SIPP) he had with third party provider to Alliance Trust Savings Limited (ATS). backgroundMr G requested his SIPP be transferred from a third party; I’ll call Company H, to ATS o... (4 pages)View decision -
Decision Reference DRN-3124621
23 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3124621 The complaint Mrs B and Mr N are business partners. They complain that HSBC UK Bank Plc unfairly recalled a Bounce Back Loan and closed their bank account. They’re also unhappy with delays in obtaining the loan initially and that the bank set up a voice identification service w... (4 pages)View decision -
Decision Reference DRN-2718946
29 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2718946 The complaint Mrs Q complains, through her husband Mr Q, that Admiral Insurance Company Limited is responsible for poor service in connection with a motor insurance policy. What happened The Financial Ombudsman Service deals with a consumer’s complaint against an insurance com... (4 pages)View decision -
Decision Reference DRN-2361022
9 Apr 2021 esure Insurance Limited Not upheldInsuranceDRN-2361022 The complaint Mr T had a motor insurance policy with esure Insurance Limited when his car was damaged in an accident. He says esure provided very poor service to him after he reported it. What happened Mr T told us that he advised esure in November 2019 that another car had dri... (3 pages)View decision -
Decision Reference DRN0277092
5 Feb 2020 Covea Insurance plc UpheldInsurance (excluding PPI)Mr B has complained about the service he received from Covea Insurance plc and the market value offer it made when he made a claim under his car insurance policy.background In July 2018 Mr B was involved in an incident and he made a claim to his insurer, Covea. An engineer reported that it... (4 pages)View decision -
Decision Reference DRN-5280100
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5280100 The complaint Mr A complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr A is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr A directly. What happened Mr... (4 pages)View decision
