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-4903403
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4903403 The complaint Mr S complains that American Express Services Europe Limited (“Amex”) didn’t make reasonable adjustments when he complained to it. What happened Mr S purchased an air fryer for £161.99 from a supplier I’ll refer to as “F”. He says when it was delivered it was t... (3 pages)View decision -
Decision Reference DRN-4977430
20 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4977430 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) has declined to refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (5 pages)View decision -
Decision Reference DRN-5358673
20 Mar 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5358673 The complaint Mr P complains that Curve UK Limited (“Curve”) took over a month to collect a cash withdrawal from his bank account and when it did it it displayed a figure of twice the actual amount in his Curve account. Mr P wants Curve to correct this. What happened Mr P vi... (3 pages)View decision -
Decision Reference DRN-5106967
20 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5106967 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t refund payments he made after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be ... (3 pages)View decision -
Decision Reference DRN-4912284
20 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4912284 The complaint Mr M complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund payments he made after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I unders... (3 pages)View decision -
Decision Reference DRN-5368207
20 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5368207 The complaint Miss W complains that Vanquis Bank Limited irresponsibly lent to her. Miss W is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss W herself. What ... (2 pages)View decision -
Decision Reference DRN-5351487
20 Mar 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5351487 The complaint Mr R complains that One Savings Bank Plc trading as Kent Reliance did not treat him fairly when he experienced some financial difficulty. What happened Mr R has a mortgage with Kent Reliance. The mortgage fell into arrears. But Mr R considers that Kent Reliance... (4 pages)View decision -
Decision Reference DRN-5350459
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5350459 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) has a payment limit when using a debit card to pay a credit card which it won’t disclose. What happened Mr W attempted to pay his credit card bill though its app using his NatWest debit card but this... (2 pages)View decision -
Decision Reference DRN-5328762
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5328762 The complaint Mr G complains about Aviva Insurance Limited’s handling of a claim under his travel insurance policy. What happened Mr G held a travel insurance policy through his bank account. The insurer was Aviva. He booked a trip abroad on 1 July 2024, and he was due to t... (3 pages)View decision -
Decision Reference DRN-5412532
20 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5412532 The complaint Mrs K complains Santander UK Plc have acted unfairly by not refunding the amount she paid to a company to release her from her timeshare. What happened Over several years, Mrs K and her husband have made a number of attempts to be released from a timeshare Mrs... (4 pages)View decision
