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 401363 results
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Decision Reference DRN-6202431
13 Mar 2026 Coventry Building Society Not upheldBanking and PaymentsDRN-6202431 The complaint Mr W complains Coventry Building Society (CBS) didn’t notify him about new products that had been released. He feels he has lost out on interest as a result of not being aware of these. What happened Mr W received an email advertising a new savings account. He ... (2 pages)View decision -
Decision Reference DRN-5946574
13 Mar 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5946574 The complaint Mr J complains about the price quoted by AXA Insurance UK Plc (“AXA”) to renew his home insurance policy. What happened Mr J received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year. Mr J declined the re... (3 pages)View decision -
Decision Reference DRN-6196543
13 Mar 2026 Madison CF UK Limited UpheldConsumer CreditDRN-6196543 The complaint Madison CF UK Limited, trading as 118 118 Money, provided Mr W with the following two loans. Date opened Amount Monthly repayments Term (months) Loan one June 2020 £1,000£100.75 12 Loan twoJuly 2025 £1,500£170.43 12 Mr W says the loans were provided irrespons... (2 pages)View decision -
Decision Reference DRN-6039020
13 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6039020 The complaint Mr K has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a transaction he’d made on his credit card. What happened The circumstances of the complaint are well known so I’m not going to go... (3 pages)View decision -
Decision Reference DRN-6032601
13 Mar 2026 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-6032601 The complaint Mr F complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) failed to carry out sufficient due diligence when it accepted the transfer of his deferred defined benefit occupational pension into a self-invested personal pension (‘SI... (31 pages)View decision -
Decision Reference DRN-5931302
13 Mar 2026 RCI Financial Services Limited Not upheldConsumer CreditDRN-5931302 The complaint Mr E complains about the quality of a car he acquired under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mr E and/or MFS said or did, it should also be taken to include things ... (4 pages)View decision -
Decision Reference DRN-5971812
13 Mar 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5971812 The complaint Mr I has complained Liverpool Victoria Insurance Company Limited trading as Allianz (LV) charged a cancellation fee. What happened Mr I sold his car so cancelled his insurance policy with LV. LV charged Mr I a £40 cancellation fee. Mr I didn’t think the charge ... (2 pages)View decision -
Decision Reference DRN-6059788
13 Mar 2026 PayrNet Limited UpheldBanking and PaymentsDRN-6059788 The complaint M Ltd complains that PayrNet Limited won’t reimburse money it lost to a scam. What happened M Ltd is represented by its director, Mr B. This complaint concerns an Absolutely No Nonsense Admin (“ANNA”) account. ANNA are a distributor of PayrNet Limited. The ba... (5 pages)View decision -
Decision Reference DRN-6213346
13 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6213346 The complaint Ms H complains that Lloyds Bank PLC stopped a payment she was trying to make. She complains she needed to visit a branch to unblock the payment, and about the general service she received. What happened Ms H attempted to make a payment of £2,000 for an investme... (3 pages)View decision -
Decision Reference DRN-6212523
13 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6212523 The complaint Miss W is unhappy that Bank of Scotland plc, trading as Halifax, won’t reimburse losses from a payment she made to a scam. A professional representative, WRS, has brought the complaint to the Financial Ombudsman Service on Miss W’s behalf. What happened The key... (4 pages)View decision