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 393318 results
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Decision Reference DRN-6100077
20 Feb 2026 ONMO Limited UpheldBanking and PaymentsDRN-6100077 The complaint Ms S complains about the handling of her credit card account by ONMO Limited (Onmo). What happened Ms S began to miss minimum payments on her credit card account in April 2024. This led Onmo to instruct a debt collection agency (DCA) to collect the arrears. O... (3 pages)View decision -
Decision Reference DRN-6051754
20 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6051754 The complaint Mrs H complains that Black Horse Limited (Black Horse) were unreasonable not to support her claim a car she was financing with them was of unsatisfactory quality. She also says they failed to assist her once the car became unusable. What happened The detailed b... (3 pages)View decision -
Decision Reference DRN-6140969
20 Feb 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6140969 The complaint Mr J complains that a car he obtained through a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Redline Financial (‘Redline Financial’) was misrepresented. What happened The parties are familiar with the background details of this com... (3 pages)View decision -
Decision Reference DRN-6168323
20 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6168323 The complaint Mr C complains that his call to TSB Bank Plc on 5 September was dealt with in a rude and unprofessional way by the telephone adviser, and that the call was disconnected by the adviser on purpose. Mr C is requesting compensation for the poor service he says he ... (2 pages)View decision -
Decision Reference DRN-5971220
20 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5971220 The complaint Ms J is unhappy that National Westminster Bank Public Limited Company (NatWest) has declined to reimburse her losses from payments that were made to a scam. A professional representative, B, has brought the complaint to the Financial Ombudsman Service on Ms J’s... (4 pages)View decision -
Decision Reference DRN-6151349
20 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6151349 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to assist him with two disputes about purchases he had made with his credit card. What happened On 28 June 2025, Mr B paid £160.67 to a merchant which I will call Z for eight ... (4 pages)View decision -
Decision Reference DRN-6054067
20 Feb 2026 Ageas Insurance Limited UpheldInsuranceDRN-6054067 The complaint D is a limited company. D complains that Ageas Insurance Limited unfairly declined a claim on a landlord insurance policy that was taken out for its benefit. D is represented by its director, Mr M. What happened D owns the insured property, which is let to te... (3 pages)View decision -
Decision Reference DRN-6156085
20 Feb 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6156085 The complaint Mr and Mrs H complain about how Barclays Bank UK Plc has dealt with them whilst they’ve been in financial difficulties. What happened Mr and Mrs H have a mortgage with Barclays. By November 2024, the mortgage was in significant arrears. Mr and Mrs H asked Barcl... (5 pages)View decision -
Decision Reference DRN-6155444
20 Feb 2026 Madison CF UK Limited UpheldBanking and PaymentsDRN-6155444 The complaint Mr S complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. What happened Mr S was approved for a 118 118 Money credit card in December 2022, with a £1,200 credit limit. The credit limit was increased a further three times. Mr ... (3 pages)View decision -
Decision Reference DRN-6162171
20 Feb 2026 Vodafone Limited Not upheldConsumer CreditDRN-6162171 The complaint Mr Y complains that Vodafone Limited failed to handle his request for a refund properly. What happened In June 2025 Mr Y purchased a tablet from Vodafone. He complained about the delivery being delayed and after several exchanges Vodafone paid him £250 compensa... (2 pages)View decision