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 385222 results
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Decision Reference DRN-4962451
9 Apr 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4962451 The complaint Mr S has complained that a vehicle supplied to him under a conditional sale agreement with Close Brothers Limited was misrepresented as a four-wheel drive. Mr S has been represented during the claim and complaint process by Mrs S. For ease of reference, I will... (3 pages)View decision -
Decision Reference DRN-5352621
9 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5352621 The complaint Ms M complains that Santander UK Plc didn’t treat her fairly when her mortgage was in arrears. When Ms M contacted us about her complaint, she asked that Santander reduce the redemption figure so that she could repay the mortgage. What happened Ms M took out a ... (4 pages)View decision -
Decision Reference DRN-5199188
9 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5199188 The complaint Mr N complains that Wise Payments Limited (‘Wise’) won't refund the money he lost after he fell victim to a scam. Mr N is represented in this matter by a third party, but for ease of reading I have referred to Mr N throughout this decision. What happened T... (5 pages)View decision -
Decision Reference DRN-5426437
9 Apr 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5426437 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money have irresponsibly lent to him. What happened Mr M was approved for a 118 118 Money credit card in February 2023 with a £2,000 credit limit. Mr M says that 118 118 Money irresponsibly lent to hi... (2 pages)View decision -
Decision Reference DRN-5393891
9 Apr 2025 Accord Mortgages Limited UpheldMortgagesDRN-5393891 The complaint Mr F’s complaint arises from his mortgage account held with Accord Mortgages Limited. Mr F has raised a number of issues, and those relevant to the mortgage can be summarised as follows: - When he called Accord in 2022 to ask about making lump sum payments to... (7 pages)View decision -
Decision Reference DRN-5471035
9 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5471035 The complaint Mr T complains about esure Insurance Limited trading as Sheilas’ Wheels’ (esure’s) handling and decision on a claim made under his motor insurance policy. What happened Mr T has brought his complaint to the Financial Ombudsman Service through a representative.... (6 pages)View decision -
Decision Reference DRN-5411244
9 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411244 The complaint Mr R complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr R was approved for an Aqua credit card, in April 2021 with a £450 credit limit. I have detailed the credit limit changes below: August 2021 £450 to £1,200 January 2022 £1,200 ... (4 pages)View decision -
Decision Reference DRN-5393950
9 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5393950 The complaint Mrs R complains about Santander UK Plc (Santander) after she asked them to reactivate some historic accounts she held with them. What happened In June 2023, Mrs R wrote to Santander with account numbers asking them to reactivate some historic accounts, but the... (2 pages)View decision -
Decision Reference DRN-5311355
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5311355 The complaint Mr D has complained Barclays Bank UK PLC did nothing to intervene and stop payments he made which turned out to be part of a scam. What happened In 2023 Mr D was approached by a recruiter on social media. He was offered a job which entailed him carrying out num... (3 pages)View decision -
Decision Reference DRN-5456121
9 Apr 2025 Vitality Life Limited UpheldInsuranceDRN-5456121 The complaint Mr O has complained that Vitality Life Limited declined a claim he made under his income protection policy. He has also complained delays in handling his claim. What happened The details of this complaint are well known to the parties. In summary Mr O’s policy ... (2 pages)View decision
