Legally Binding Decisions

Section 62 of the Financial Services and Pensions Ombudsman Act 2017 requires the Ombudsman to publish decisions, which are legally binding on both parties and which are issued in complaints concerning financial service providers. These are published on an anonymised basis, in accordance with the legislative provisions:
"… the Ombudsman shall publish decisions made by him or her after the establishment day in relation to complaints concerning financial service providers and case studies in relation to complaints concerning pension providers in such a manner that

• ensures that
  • a complainant shall not be identified by name, address or otherwise,
  • a provider shall not be identified by name or address,
  and
• ensures compliance with the Data Protection Regulation and the Data Protection Act 2018."

In addition to making these decisions available on the database below, summaries of a selection of our decisions are published in our Digests of Decisions.

When the Ombudsman issues a legally binding decision, that decision may be challenged by way of statutory appeal to the High Court within 35 days from that date. For this reason, the FSPO does not publish decisions before the elapse of that 35-day period.

Additionally, decisions appealed to the High Court are not published while they are the subject of legal proceedings.

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Last updated on 15 May with decisions up to 31 January 2023.