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-5825115
20 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5825115 The complaint Mr O complains about the ‘RevPoints Spare Change’ feature provided by Revolut Ltd. What happened Mr O contacted Revolut in April 2024 as third-party merchant gift cards he’d purchased using the RevPoints he’d accumulated on his account weren’t working. He said... (2 pages)View decision -
Decision Reference DRN-5744938
20 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5744938 The complaint Mr G complains on behalf of his daughter, Miss G that a member of branch staff for Bank of Scotland plc, trading as Halifax, treated him inappropriately, and discriminated against him because of his race when he visited to deposit cash into her account. What h... (3 pages)View decision -
Decision Reference DRN-5859745
20 Oct 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5859745 The complaint Mr M has complained about his mortgage current account – known as the One Account - he held with The Royal Bank of Scotland Plc trading as Virgin One Account. Mr M has said that RBS hasn’t adhered to the Consumer Duty in relation to the interest rate charged si... (5 pages)View decision -
Decision Reference DRN-5718306
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5718306 The complaint Mr H has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unfairly pursued him for a disputed outstanding balance. What happened Mr H had an account with NatWest, which it passed to a third party debt collector, which I will call ‘Z’... (2 pages)View decision -
Decision Reference DRN-5598221
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5598221 The complaint Mr P complains that National Westminster Bank PLC (NatWest) is treating him unfairly by demanding that he repays a loan for which he gave a personal guarantee. What happened Mr P is the director of a company which I’ll refer to as T. T is currently in liquidati... (5 pages)View decision -
Decision Reference DRN-5726682
20 Oct 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5726682 The complaint Mr M complains that Capital One (Europe) plc (“Capital One”) didn’t do enough to support him when he told them he was in financial difficulty. What happened Mr M took out a credit card using an agreement with Capital One in October 2004. In early April 2025, ... (3 pages)View decision -
Decision Reference DRN-5710981
20 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5710981 The complaint Mr S, a trustee of IB a charity, complains about TSB Bank plc’s handling of and failure to carry out its instruction to change the signatories on its account. What happened Mr S said ‘Board of Resolutions’ mandates were handed in at two TSB branches to change ... (3 pages)View decision -
Decision Reference DRN-5882791
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5882791 The complaint A company, which I will refer to as S, complains that Barclays Bank UK Plc wrongly duplicated a payment instruction. S is represented in this complaint by its director, who I will refer to as Mr E. What happened Everyone agrees that two payments of £2,640 eac... (2 pages)View decision -
Decision Reference DRN-5892611
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5892611 The complaint Miss S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly assist her in the recovery of funds. What happened Miss S explained she used her NatWest account to send two payments of £500 to her parents who each had separ... (4 pages)View decision -
Decision Reference DRN-5892786
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5892786 The complaint Mr M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (trading as Ulster Bank) won’t refund the money he lost after falling victim to a scam. What happened In 2019, Mr M was looking to invest and found a cryptocurrency trading platform throu... (4 pages)View decision
