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 393318 results
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Decision Reference DRN-5875125
29 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5875125 The complaint Mr H has complained HSBC UK Bank plc won’t refund him for gambling transactions he didn’t authorise. What happened On 23 August Mr H contacted HSBC as he’d seen numerous transactions made with his debit card at an online casino. Although Mr H had an account wit... (2 pages)View decision -
Decision Reference DRN-5754306
29 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5754306 The complaint Mr S has complained that his commercial vehicle insurer U K Insurance Limited (‘UKI’) cancelled his policy and didn’t let him know until it was too late to reinstate it. What happened Mr S had an insurance policy for his van with UKI since July 2022. The polic... (3 pages)View decision -
Decision Reference DRN-5677034
29 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5677034 The complaint Mr A complains that Monzo Bank Ltd (Monzo) delayed responding to his subject access request under the UK General Data Protection Regulation (GDPR). What happened A previous Ombudsman decided ten of Mr A’s issues (about chargebacks, customer service, and other ... (4 pages)View decision -
Decision Reference DRN-5912708
29 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5912708 The complaint Mr F has complained about the way Admiral Insurance (Gibraltar) Limited dealt with the claim he made under his motor insurance policy. He’s unhappy about the way it settled liability, recorded the claim, and said it will reduce his no claims bonus after he had ... (3 pages)View decision -
Decision Reference DRN-5682474
29 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5682474 The complaint Mr R is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr R is represented by a third party, but for ease of reference I will refer to Mr R throughout the decision. What happened The background to this complaint is well known to both partie... (5 pages)View decision -
Decision Reference DRN-5830425
29 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5830425 The complaint Mr C is unhappy with the administration of his Clydesdale Bank Plc, trading as Virgin Money, credit card. What happened Mr C holds a credit card with Virgin. In April 2025, Mr C contacted Virgin to let it know that he was under some financial pressure; he want... (3 pages)View decision -
Decision Reference DRN-5408740
29 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5408740 The complaint P, a limited company, has complained Clydesdale Bank plc, trading as Virgin Money, did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened P operates as a small business overseas and trades with UK-bas... (2 pages)View decision -
Decision Reference DRN-5600090
29 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5600090 The complaint Mrs S complains that Vanquis Bank Limited (“Vanquis”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. For ease of reference, I’ll refer to Mrs S when referring to both her and her representative.... (4 pages)View decision -
Decision Reference DRN-5777518
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777518 The complaint and background Mrs S through her representative, complains about the actions of Bank of Scotland plc trading as Halifax when it declined to refund her money lost when she fell victim to a cryptocurrency investment scam. The details of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-5746356
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5746356 The complaint and background Mrs S through her representative, complains about the actions of Bank of Scotland plc trading as Halifax when it declined to refund her money lost when she fell victim to a cryptocurrency investment scam. The details of this complaint are well k... (3 pages)View decision