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-5998464
27 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5998464 The complaint Mr A complains that Wise Payments Limited closed his account. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead, I will provide a summary and focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-6107951
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6107951 The complaint Mrs J is complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs J fell victim to a cruel job scam after she was contacted online. The role required her to co... (4 pages)View decision -
Decision Reference DRN-6029428
27 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6029428 The complaint Miss A complains Advantage Insurance Company Limited (Advantage) didn’t complete all the required repairs when she made a claim on her motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (3 pages)View decision -
Decision Reference DRN-6045842
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6045842 The complaint Miss A complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (2 pages)View decision -
Decision Reference DRN-5888305
27 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5888305 The complaint Lendable Ltd trading as Lendable provided Miss J with an unsecured loan in September 2023. The loan was for £4,000 and required Miss J to make 36 monthly payments of around £195. Miss J says the credit was provided irresponsibly. What happened The details of t... (2 pages)View decision -
Decision Reference DRN-6107705
27 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6107705 The complaint Miss R complains that Bank of Scotland plc, trading as Halifax, failed to protect her from falling victim to a scam. A professional representative, M, has brought the complaint to the Financial Ombudsman Service on Miss R’s behalf. What happened Miss R fell vic... (3 pages)View decision -
Decision Reference DRN-6075426
27 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6075426 The complaint Mr A complains that MBNA Limited irresponsibly lent to him. What happened Mr A was approved for an MBNA credit card in October 2018, with a £2,500 credit limit. Mr A says this was irresponsibly lent to him. Mr A made a complaint to MBNA, who didn’t uphold his c... (3 pages)View decision -
Decision Reference DRN-5848513
27 Jan 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-5848513 The complaint P complains that after closing its account, ClearBank Limited (Tide) did not release all of the funds that were within the account back to it. What happened P held a business current account with Tide. Following an internal review, Tide wrote to P on 21 October... (2 pages)View decision -
Decision Reference DRN-5931211
27 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5931211 The complaint Mrs S and Mr S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-6081920
27 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6081920 The complaint Mr D complains about a used car he acquired through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (‘Startline’). Mr D says when the car was supplied to him it was not disclosed that it had a ‘salvage/write off’ history. What happened Mr D’s co... (3 pages)View decision