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 163568 results
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Decision Reference DRN-4948507
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4948507 The complaint Mr S complains that Santander UK Plc won’t reimburse him after he made a payment for a fee, which he now considers to have been an authorised push payment (APP) scam. What happened Mr S has explained that after his mother sadly passed away, her home abroad was ... (2 pages)View decision -
Decision Reference DRN-5390790
18 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5390790 The complaint Miss K complains that £100 paid to her by TSB Bank plc (‘TSB’) is insufficient compensation after it admitted misinforming her about a pre-authorised payment transaction. To put things right, Miss K wants TSB to pay her further compensation to reflect the distr... (4 pages)View decision -
Decision Reference DRN-5207884
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5207884 The complaint Mr H complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened and f... (8 pages)View decision -
Decision Reference DRN-5295753
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5295753 The complaint Mr L complains about how Nationwide Building Society (NBS) treated him when a third party paid in a large amount to his bank account. Mr L says this caused stress, inconvenience, as well as lost interest. What happened In December 2024, a third party sent a lar... (3 pages)View decision -
Decision Reference DRN-5404496
18 Mar 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5404496 The complaint Mr S complains that Vanquis Bank Limited was irresponsible in its lending to him. What happened Mr S was provided with a £5,000 loan by Vanquis in November 2022. The loan term was 36 months and Mr S was required to make monthly repayments of around £204. Mr S s... (3 pages)View decision -
Decision Reference DRN-4937078
18 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4937078 The complaint Mrs O is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In June 2022 Mrs O was supplied with a used car through a conditional sale agreement with... (4 pages)View decision -
Decision Reference DRN-5401319
18 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5401319 The complaint Miss S complains Barclays Bank UK PLC (Barclays) provided poor customer service when she requested the switch of her bank account to them to be cancelled. What happened Miss S says on 21 August 2024 she completed an online request to switch her existing bank ac... (3 pages)View decision -
Decision Reference DRN-5158418
18 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5158418 The complaint Miss P is unhappy a student account was taken out in her name without her request or consent. What happened Miss P was made aware of a student account taken out in her name when a Royal Bank of Scotland (RBS) debit card and PIN number were delivered to her hom... (3 pages)View decision -
Decision Reference DRN-5334148
18 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5334148 The complaint Miss C complains Vanquis Bank Limited (Vanquis) acted irresponsibly when it increased the credit limits on her credit card account and offered her a new credit card following the closure of her first credit card account. What happened Miss C says she took out a... (3 pages)View decision -
Decision Reference DRN-5188627
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5188627 The complaint Mrs C complains that Bank of Scotland plc (BOS) didn’t meet her claim under section 75 Consumer Credit Act 1974 (s.75) in respect of spray foam insulation she paid for using a credit card with it. What happened Mrs C purchased spray foam insulation for her loft... (6 pages)View decision
