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-6221898
13 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6221898 The complaint Mr G’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by deciding against paying his claim under Section 75 of the CCA. What happened Mr G was an existing ... (3 pages)View decision -
Decision Reference DRN-6106018
13 Mar 2026 Lendable Ltd Not upheldConsumer CreditDRN-6106018 The complaint Mrs H complains about a car supplied under a hire purchase agreement, provided by Lendable Ltd trading as Autolend. What happened Around June 2025 Mrs H acquired a used car under a hire purchase agreement with Autolend. The car is listed with a cash price of £... (3 pages)View decision -
Decision Reference DRN-5851763
13 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5851763 The complaint Mr L is unhappy Nationwide Building Society (‘Nationwide’) won’t reimburse him the money he lost when he fell victim to what he believes was an authorised push payment (‘APP’) scam. What happened Mr L explained that he met a friend in a pub and asked about the... (3 pages)View decision -
Decision Reference DRN-6016810
13 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6016810 The complaint Mr R has complained Starling Bank Limited acted unfairly when declining his claims for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving... (4 pages)View decision -
Decision Reference DRN-6018573
13 Mar 2026 Allianz Insurance Plc UpheldInsuranceDRN-6018573 The complaint Mr T complains that Allianz Insurance Plc declined a claim on his pet insurance policy and added an exclusion, backdated to the start of his policy. What happened Mr T took out insurance for his pet dog. The policy started on 20 May 2025. On 6 June, he went to ... (3 pages)View decision -
Decision Reference DRN-6221632
13 Mar 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6221632 The complaint Mr B, the director of T Ltd, complains that Wise Payments Ltd (Wise) failed to prevent his company from falling victim to a purchase scam. The complaint has been brought to the Financial Ombudsman Service by a professional representative, J. What happened The b... (6 pages)View decision -
Decision Reference DRN-6190551
13 Mar 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6190551 The complaint With the help of a professional representative (PR), Miss J complains that Shop Direct Finance Company Limited (SDFC) lent to her irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Miss J. What happened Miss J has had three accounts ... (4 pages)View decision -
Decision Reference DRN-6061359
13 Mar 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6061359 The complaint Mr G complains that Acromas Insurance Company Limited mishandled his claim on a motorhome breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a campervan, first registered in 2009. According to its MOT... (3 pages)View decision -
Decision Reference DRN-5851328
13 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5851328 The complaint Mrs O complains Monzo Bank Ltd wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties and the Investigator ... (5 pages)View decision -
Decision Reference DRN-5952583
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5952583 The complaint A company I’ll call P complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for its business account, having originally said business account banking would be fee-free forever. P is represented by one of its directors, Mr S. What hap... (3 pages)View decision