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 401363 results
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Decision Reference DRN-5468644
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5468644 The complaint Mr A complains that Bank of Scotland plc (BoS) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-5862577
29 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5862577 The complaint Mr M’s complaint is about how Santander UK Plc (Santander) handled his chargeback claim. What happened Mr M booked a flight through a travel agent I shall call ‘F’ in January 2025 paying £331.82 with his Santander debit card. The booking was subsequently cancel... (3 pages)View decision -
Decision Reference DRN-5899883
29 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5899883 The complaint X complains that Metro Bank PLC have declined to refund them for funds they believe were lost to a scam. They’d like the funds returned to them. X has appointed representatives for this complaint, but for ease of reading I’ll only refer to X and Miss L, a dire... (3 pages)View decision -
Decision Reference DRN-5899864
29 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5899864 The complaint Miss L complains that Metro Bank PLC have declined to refund her for funds she believes she lost to a scam. She’d like the funds returned to her. Miss L has appointed representatives for this complaint, but for ease of reading I’ll only refer to Miss L. What ... (3 pages)View decision -
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