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 369228 results
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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 -
Decision Reference DRN-5456121
9 Apr 2025 Vitality Life Limited UpheldInsuranceDRN-5456121 The complaint Mr O has complained that Vitality Life Limited declined a claim he made under his income protection policy. He has also complained delays in handling his claim. What happened The details of this complaint are well known to the parties. In summary Mr O’s policy ... (2 pages)View decision -
Decision Reference DRN-5292137
9 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5292137 The complaint Miss G has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss G opened an account with Kroo. She’d recently taken up an online job which involved receiving and sending money to a... (2 pages)View decision -
Decision Reference DRN-5288251
9 Apr 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5288251 The complaint Mr G has complained Zilch Technology Limited, trading as Zilch, won’t refund £150 for a transaction he didn’t make. What happened In July 2024 Mr G got a notification from an online marketplace (who I’ll call A) confirming a £150 transaction. This was for the p... (2 pages)View decision -
Decision Reference DRN-5305420
9 Apr 2025 Society of Lloyd's Not upheldInsuranceDRN-5305420 The complaint Mr E complains Society of Lloyd’s have declined the claim he made under his yacht insurance policy. What happened The events of this complaint will be well known to both parties and so I’ve summarised events. In February 2023 Mr E’s yacht was returned to the wa... (5 pages)View decision -
Decision Reference DRN-5427568
9 Apr 2025 Quidie Limited Not upheldConsumer CreditDRN-5427568 The complaint Miss F complains that Quidie Limited trading as Fernovo (“Quidie”) lent to her irresponsibly. What happened Miss F took three loans from Quidie. Here is a table giving a few details. Monies were owed on loan 3 in September 2024. It’s unclear whether loan 3 rema... (3 pages)View decision -
Decision Reference DRN-5204097
9 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5204097 The complaint Ms W complains The Co-operative Bank Plc unfairly closed her accounts immediately without notice. What happened Ms W held business accounts and a personal account with The Co-op. In early March 2024 The Co-op restricted Ms W’s accounts, and informed her that ... (3 pages)View decision
