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 391431 results
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Decision Reference DRN-6074117
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6074117 The complaint Mr G complains about the charges that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna), applied when he handed back a car he had acquired under a hire agreement. When I refer to what Mr G and/or Novuna said or did, it should also be ta... (4 pages)View decision -
Decision Reference DRN-6089028
5 Feb 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6089028 The complaint Mr B complained about the way Telefonica UK Limited trading as O2 (O2) administered a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But to... (3 pages)View decision -
Decision Reference DRN-5940502
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5940502 The complaint Ms D complains about HSBC UK Bank trading as First Direct. She says that she has been the victim of a scam, and would like First Direct to refund her the money she has lost. What happened Ms D was introduced to an investment opportunity I will refer to as ‘B’ ... (4 pages)View decision -
Decision Reference DRN-6119518
5 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6119518 The complaint Ms M is unhappy that a car supplied to her under a hire purchase agreement with Tandem Motor Finance Limited was of an unsatisfactory quality. What happened In November 2024, Ms M was supplied with a used car through a hire purchase agreement with Tandem. She ... (3 pages)View decision -
Decision Reference DRN-5765640
5 Feb 2026 British Gas Insurance Limited UpheldInsuranceDRN-5765640 The complaint Ms P has complained about the way British Gas Insurance Limited handled her claim under her Home Emergency Insurance policy. Any reference to British Gas includes its agents. What happened Ms P called British Gas for assistance in June 2023 as she had water dam... (3 pages)View decision -
Decision Reference DRN-5854003
5 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5854003 The complaint Mr C complains J.P. Morgan Europe Limited trading as Chase unfairly refused to allow him to open an account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr C held a Chase current... (3 pages)View decision -
Decision Reference DRN-5741585
5 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5741585 The complaint Mr A complains that Metro Bank PLC did not reimburse the funds he says he lost to a scam. What happened Mr A became aware of a company I will refer to as ‘X’ when he saw an advert online. He also met a representative from X at a seminar in 2019 and learnt about... (2 pages)View decision -
Decision Reference DRN-5811913
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5811913 The complaint Miss O complains that Revolut Ltd failed to protect her from losing money in a scam. A professional representative, C, has brought the complaint to the Financial Ombudsman Service on Miss O’s behalf. What happened The background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-6105181
5 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6105181 The complaint Mrs M complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) hasn’t reimbursed all of the money she’s lost to a scam. What happened Mrs M lost money to an investment she made in 2020. In 2024, Mrs M fell victim to a recovery scam by a company I’ll... (4 pages)View decision -
Decision Reference DRN-6130991
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6130991 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money failed to action his data subject access request (DSAR). What happened Mr K was having problems accessing an ISA he held with Virgin. The problems had persisted for a number of years and related, p... (2 pages)View decision