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 171073 results
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Decision Reference DRN-5619462
25 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5619462 The complaint Mr G is unhappy with the way Vanquis Bank Limited dealt with a dispute he raised for a payment he made using his credit card. What happened Mr G bought a screen protector from a shop I’ll call S in January 2025. He said he was meant to pay £10 for it. He said ... (3 pages)View decision -
Decision Reference DRN-5537988
25 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5537988 The complaint Mr G has complained Bank of Scotland plc trading as Halifax won’t refund several payments he says he made and lost 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. In summary, Mr G sa... (4 pages)View decision -
Decision Reference DRN-5703563
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703563 The complaint Miss S complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when it blocked a payment she wanted to make and froze her account until she went to a branch to complete identification checks. What happened On 10 Apr... (3 pages)View decision -
Decision Reference DRN-5600212
25 Jul 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5600212 The complaint Miss M complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (“Reevo Money”) irresponsibly lent a personal loan to her. She says she was in a cycle of debt and Reevo Money should have asked more questions about her financial situation. Had they d... (3 pages)View decision -
Decision Reference DRN-5358985
25 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5358985 The complaint Miss M is unhappy about how Santander UK Plc (“Santander”) dealt with her claim for a refund of money she paid for a healing course. What happened In June 2024, Miss M enrolled on a healing course with a company I’ll call ‘L’. She paid L $2,500, which was conve... (3 pages)View decision -
Decision Reference DRN-5472832
25 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5472832 The complaint Mr S complains about the level of service provided by TSB Bank plc when he called to ask about overdraft charges. What happened Mr S held an account with TSB with an arranged overdraft facility. In December 2024, he called TSB to set up a standing order to one ... (2 pages)View decision -
Decision Reference DRN-5706555
25 Jul 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5706555 The complaint Mr W complains that Vanquis Bank Limited failed to close his credit card account, or reduce his credit limit, when requested. He said this has put him in a difficult financial position. What happened Mr W holds a credit card account with Vanquis. The card has ... (3 pages)View decision -
Decision Reference DRN-5527327
25 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5527327 The complaint Mr A is unhappy with the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a claim for money back for a phone he bought through a fixed sum loan agreement with it. What happened Mr A bought a phone online through a ... (4 pages)View decision -
Decision Reference DRN-5642713
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5642713 The complaint J, a company, complains Barclays Bank UK PLC won’t refund a direct debit. What happened J has an account with Barclays. In August 2024 J cancelled a direct debit. In February 2025 J contacted Barclays asking for all the payments that had been made under the dir... (2 pages)View decision -
Decision Reference DRN-5619419
25 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5619419 Complaint Miss H and Mr P are unhappy that Lloyds Bank PLC didn’t reimburse them after they reported falling victim to a scam. Although the payments here were made from a joint account, Mr P has taken the lead in bringing the complaint and so I’ll generally refer to him in t... (3 pages)View decision
