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 381082 results
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Decision Reference DRN-5717230
30 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5717230 The complaint Mr M complains about the quality of a car that was supplied through a hire purchase agreement with Zopa Bank Limited (Zopa). What happened In March 2024, Mr M acquired a used car through a hire purchase agreement with Zopa. The car was around ten years and six ... (4 pages)View decision -
Decision Reference DRN-5575231
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5575231 The complaint Mr O complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5523322
30 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5523322 The complaint Mr B complains that TSB Bank plc won’t refund a scam payment made from his account. What happened Mr B was the victim of a scam. Mr B was represented on bringing his complaint to our service – for ease I’ll refer to all correspondence as coming from Mr B. Mr B ... (2 pages)View decision -
Decision Reference DRN-5793557
30 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5793557 The complaint Mr K has complained that Nationwide Building Society (“Nationwide”) changed the travel insurer on his Flex Plus packaged account, but says he was unable to contact the new insurer regarding his cover. Mr K has also complained that Nationwide failed to sufficien... (3 pages)View decision -
Decision Reference DRN-5734888
30 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5734888 The complaint Mrs A and Mr A complain about British Gas Insurance Limited (“British Gas”) for issues surrounding the installation and subsequent repair of their boiler. They want British Gas to replace their boiler with a new boiler. What happened Mrs A and Mr A purchased a ... (3 pages)View decision -
Decision Reference DRN-5831576
30 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5831576 The complaint Miss M complains that a car that was supplied to her under a conditional sale agreement with Moneybarn No.1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. What happened A used car was supplied to Miss M under a conditional sale agreement with Mo... (3 pages)View decision -
Decision Reference DRN-5742989
30 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5742989 The complaint Mrs J complains that Volkswagen Financial Services (UK) Limited terminated her agreement when she’d previously been told that she had time to pay the arrears in full. What happened In May 2023 Mrs J was supplied with a car and entered into a hire purchase agree... (2 pages)View decision -
Decision Reference DRN-5295449
30 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5295449 The complaint Mr L, a director of I, has brought I's complaint to the Financial Ombudsman. However, for ease, I will mostly refer to Mr L throughout my decision. Mr L is unhappy ClearBank Limited won’t refund money he lost as part of a scam. What happened I holds a busi... (4 pages)View decision -
Decision Reference DRN-5851746
30 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5851746 The complaint Ms B is unhappy that Aviva Life & Pensions UK Ltd (“Aviva”) closed her pension plan whilst her employer was still making payments into it. What happened The material facts of this complaint are known to both parties, and essentially not in dispute. Accordin... (5 pages)View decision -
Decision Reference DRN-5596308
30 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5596308 The complaint A – a limited company complains Starling Bank Limited unfairly closed its account. A is represented on this case by a director – Mr M. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points.... (3 pages)View decision
