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 366874 results
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Decision Reference DRN-5389277
9 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5389277 The complaint Mr and Mrs M are unhappy with how Ageas Insurance Limited progressed their legal expenses insurance claim from February 2024 (when it issued a final response to a previous complaint). What happened Mr and Mrs M have a long running dispute with their neighbours... (5 pages)View decision -
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
