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 392389 results
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Decision Reference DRN-5812973
13 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5812973 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair ... (17 pages)View decision -
Decision Reference DRN-5432575
13 Oct 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5432575 The complaint X complains Skrill Limited unfairly closed his account without providing a proper explanation. And by doing so, has failed to reasonably consider his circumstances. What happened X opened an account with Skrill in July 2024. On his account application X said h... (2 pages)View decision -
Decision Reference DRN-5682861
13 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5682861 The complaint Mr A has complained about the service provided by Inter Partner Assistance SA (‘IPA’) under his home emergency policy. For the avoidance of doubt, the term ‘IPA’ includes reference to IPA’s contractors for the purposes of this decision letter. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5853600
13 Oct 2025 MSIG Europe SE UpheldInsuranceDRN-5853600 The complaint Mrs S’s complaint is about the handling of an insurance claim under her shop insurance policy with MSIG Europe SE. What happened In September 2023, Mrs S contacted MSIG to notify it that there had been a water leak from the flat above her shop, which had caused... (3 pages)View decision -
Decision Reference DRN-5750317
13 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5750317 The complaint This complaint is about an application Mrs and Mr M made to port the lifetime mortgage they held with Nationwide Building Society to a new property. Nationwide turned down their application, resulting in the mortgage being repaid, and an early repayment charge ... (2 pages)View decision -
Decision Reference DRN-5691965
13 Oct 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5691965 The complaint Mr G complains that a new car he bought under a conditional sale agreement from Volvo Car Financial Services UK Limited (“VCFS”) is faulty. What happened In October 2024 Mr G entered into a three-year conditional sale agreement with VCFS. The car was priced at ... (2 pages)View decision -
Decision Reference DRN-5877719
13 Oct 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5877719 The complaint Mr K complains about the service he receives from Coventry Building Society (CBS) when he deposits cheques to his account by post. What happened Mr K is a customer of CBS. He complained to the Financial Ombudsman that CBS would often lose the cheques he sent in... (3 pages)View decision -
Decision Reference DRN-5736923
13 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5736923 The complaint Miss M is unhappy with the incorrect way Nationwide Building Society have addressed her in correspondence. What happened Nationwide sent a letter to Miss M which addressed her using her title, first forename initial and surname and the greeting used her title,... (2 pages)View decision -
Decision Reference DRN-5423272
13 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5423272 The complaint and background Mr N complains Revolut Ltd won’t reimburse over £14,000 that he lost when he fell victim to an employment scam. Between 1 September 2022 and 25 December 2022 Mr N made 14 debit card payments to a cryptocurrency provider as part of the scam. The ... (2 pages)View decision -
Decision Reference DRN-5877368
13 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5877368 The complaint Mr T complains that Santander UK Plc won’t reimburse him after he fell victim to an investment scam. Mr T is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made by Mr T directl... (5 pages)View decision