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-5880620
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5880620 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (9 pages)View decision -
Decision Reference DRN-5933779
29 Jan 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-5933779 The complaint Miss J complains that because of Advantage Insurance Company Limited’s mishandling of her car insurance claim, she’s suffered financial loss and significant inconvenience. What happened Miss J accidentally damaged the paintwork on her car. Advantage accepted he... (3 pages)View decision -
Decision Reference DRN-5825082
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5825082 The complaint Mr C is unhappy about a valuation report carried out for NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) in relation to a mortgage application. To settle the complaint, Mr C would like the Financial Ombudsman Service to decide whether NatWest’s pr... (3 pages)View decision -
Decision Reference DRN-6110276
29 Jan 2026 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-6110276 The complaint Mr E is unhappy with the delays caused by his pension provider, Pathlines Pensions UK Limited when he transferred his Self-Invested Personal Pension (SIPP) to a combination of a Legal & General (L&G) annuity and Fidelity SIPP. What happened Mr E had an ... (12 pages)View decision -
Decision Reference DRN-5903158
29 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5903158 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened In February 2025, Mr K was supplied with a used car through a hire purchase agreement with Oodle. T... (4 pages)View decision -
Decision Reference DRN-5972844
29 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5972844 The complaint Mr E complains Monzo Bank Ltd trading as Monzo failed to meaningfully intervene and provide support when he was gambling. What happened Mr E has told us he has a history of compulsive spending and problem gambling. In order to try to protect himself from harmfu... (4 pages)View decision -
Decision Reference DRN-5907494
29 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5907494 The complaint Ms R complains AXA Insurance UK Plc has unfairly reduced a settlement on a claim she made on a let property. What happened In 2024 Ms R made a claim on her let property following an escape of water. AXA accepted the claim but said it would settle it proportiona... (3 pages)View decision -
Decision Reference DRN-5900966
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5900966 The complaint Ms W complains Bank of Scotland plc trading as Halifax caused her distress and inconvenience as a result of the way it mishandled a payment. What happened Ms W has an account with Halifax. Ms W sent £35 as a gift to an existing payee on 20 May 2025. Two days la... (2 pages)View decision -
Decision Reference DRN-6078134
29 Jan 2026 Ald Automotive Limited UpheldConsumer CreditDRN-6078134 The complaint Mr G complains about charges Ald Automotive Limited (who I’ll call Ald) have asked him to pay. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In Marc... (3 pages)View decision -
Decision Reference DRN-6058516
29 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6058516 The complaint Mrs C and Mr G have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under their home insurance policy. References to Lloyds include companies acting on its behalf. What happened Mrs C and Mr G made a claim for storm da... (3 pages)View decision