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-5932878
12 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5932878 The complaint Mr S complains a claim was declined by Aviva Insurance Limited on his buildings insurance policy. What happened The events are well known to both parties, so I won’t go into detail here. Mr S raised a claim for damaged caused to the waterproof membrane on his t... (2 pages)View decision -
Decision Reference DRN-5971584
12 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5971584 The complaint The estate of Miss M is unhappy with Aviva Life & Pensions UK Limited’s decision to maintain its decline on the late Miss M’s claim after submitting new evidence. What happened The late Miss M brought a complaint to the Financial Ombudsman Service previousl... (3 pages)View decision -
Decision Reference DRN-6174434
12 Mar 2026 New Wave Capital Limited Not upheldBanking and PaymentsDRN-6174434 The complaint M complains that New Wave Capital Limited trading as Capital on Tap (COT) have held it responsible for payments made from its account. What happened The background to this complaint is well known to both parties. So, if there’s a submission I’ve not addressed;... (2 pages)View decision -
Decision Reference DRN-6098765
12 Mar 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6098765 The complaint Ms R complains that Zopa Bank Limited (“Zopa”) provided credit to her irresponsibly and that the credit was unaffordable. What happened Ms R received a credit card from Zopa in January 2022. It had an initial credit limit of £500 with a 34.7% APR. The credit l... (3 pages)View decision -
Decision Reference DRN-5938749
12 Mar 2026 Phoenix Life Limited Not upheldInsuranceDRN-5938749 The complaint Mr U is unhappy his claims on his income protection policies were declined by Phoenix Life Limited. What happened Mr U holds two income protection policies underwritten by Phoenix Life. Sadly, in September 2021 he suffered a breakdown and became absent from wo... (3 pages)View decision -
Decision Reference DRN-6178641
12 Mar 2026 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-6178641 The complaint Mr Y complains that Caledonian Consumer Finance Ltd refused to refund the cost of an unsatisfactory training course. What happened In November 2021 Mr Y signed up for a training course with a merchant I will call T which would allow him to pursue a trade. This ... (4 pages)View decision -
Decision Reference DRN-6219149
12 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6219149 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (12 pages)View decision -
Decision Reference DRN-5694139
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5694139 The complaint Mr F complains that Revolut Ltd won’t refund transactions he didn’t make or allow anyone else to make. What happened In June 2024, Mr F contacted Revolut and disputed several transactions totalling just under £20,000 which had debited his e-money account with ... (5 pages)View decision -
Decision Reference DRN-6121666
12 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6121666 The complaint Miss B complains that Monzo Bank Ltd irresponsibly lent to her. What happened Miss B was approved for a Monzo Flex account in April 2022, with a £5,000 credit limit. Miss B says that Monzo irresponsibly lent to her. Miss B made a complaint to Monzo, who did not... (3 pages)View decision -
Decision Reference DRN-5970094
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5970094 The complaint The estate of Mr B complains that Barclays Bank UK PLC (“Barclays”) didn’t prevent money being misappropriated from the late Mr B’s Barclays account. The complaint is brought by who I’ll call Mr B2 on behalf of the estate of Mr B. Mr B2 is the late Mr B’s son ... (4 pages)View decision