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 162957 results
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Decision Reference DRN-5101604
6 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5101604 The complaint Mr K complains The Royal Bank of Scotland Plc (“RBS”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In June 2024, Mr K contacted RBS for help in getting a refund for an insurance policy, on the basis the services ha... (3 pages)View decision -
Decision Reference DRN-4833495
6 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4833495 The complaint Miss G complains Kroo Bank Ltd (“Kroo”) won’t refund payments she made after falling victim to a scam. What happened Miss G was in her initial week with her employer, and she received an email from someone claiming to be her manager. The individual said they ne... (4 pages)View decision -
Decision Reference DRN-5231648
6 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5231648 The complaint Mr O complains that National Westminster Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam, and about the customer service he received when raising his claim. What happened In September 2020, Mr O ordered and paid for a... (3 pages)View decision -
Decision Reference DRN-4973509
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4973509 The complaint Mrs H is unhappy that Barclays Bank UK PLC (‘Barclays’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties. So, I won’t r... (5 pages)View decision -
Decision Reference DRN-5310176
6 Feb 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5310176 The complaint Miss A complains that Volkswagen Financial Services (UK) Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In August 2023, Miss A acquired a used car through a hire purchase agreement from Volkswa... (2 pages)View decision -
Decision Reference DRN-5299170
6 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5299170 The complaint Mrs S complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by making deductions from redress offers it made to her in relation to finance it had provided to purchase three timeshare pro... (3 pages)View decision -
Decision Reference DRN-4884074
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4884074 The complaint Mr H complains that Barclays Bank UK Plc didn’t do enough to protect him from the financial harm caused by a scam, or to help him recover the money once he’d reported the scam. What happened Mr H had booked a holiday with an online travel agent, but when his b... (3 pages)View decision -
Decision Reference DRN-5215072
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5215072 The complaint Mr and Mrs H complain that Barclays Bank UK PLC, didn’t reimburse them for the money retracted back into an ATM when they requested cash. What happened In August 2024, a request for £460 was made from an ATM. However, Mr and Mrs H have told us that as the money... (2 pages)View decision -
Decision Reference DRN-5252993
6 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5252993 The complaint Mr B complains about how National Westminster Bank Plc (NatWest) treated him when he attempted to add his partner to a bank account he set up. As a result, Mr B has suffered significant inconvenience and stress. What happened In September 2024, Mr B tried onlin... (3 pages)View decision -
Decision Reference DRN-5272518
6 Feb 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5272518 The complaint Mrs T complains that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) acted irresponsibly in lending to her. What happened In December 2017 Mrs T applied for an Argos credit card. Her application was successful with Argos sett... (3 pages)View decision
