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 4790 results
-
Decision Reference DRN-4305236
17 Aug 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4305236 The complaint Mr W complains that Starling Bank Limited won’t refund all of the money he lost when he fell victim to an authorised push payment scam and transferred money to an account held at Starling. He brings this complaint with the benefit of professional representation, a... (4 pages)View decision -
Decision Reference DRN-5846781
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846781 The complaint Mr M1, who holds power of attorney for his father Mr M, complains that Nationwide Building Society failed to register the power of attorney and allowed Mr M to open a new current account. What happened Sadly Mr M has a number of health conditions, including dem... (4 pages)View decision -
Decision Reference DRN-2705826
1 Apr 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2705826 The complaint Mr H complains that Santander UK Plc have incorrectly registered the Lasting Power of Attorney (LPOA) set up for his parents. What happened In 2017, Mr H and a third party were registered as replacement attorneys for a LPOA for Mr H’s parents. In 2018, the origina... (4 pages)View decision -
Decision Reference DRN-2894175
17 Jan 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2894175 The complaint Miss A has complained that National Westminster Bank Plc (NatWest) mis-sold her a packaged bank account, called a Platinum account. Miss A paid a monthly fee for the Platinum account and NatWest provided several potential benefits in return. She thinks it should r... (4 pages)View decision -
Decision Reference DRN3738143
27 Nov 2015 Clydesdale Bank Plc UpheldBanking and creditMr F opened a Signature current account with Clydesdale Bank Plc in February 2011. The account came with a package of benefits and, in return, Mr F paid a monthly fee. Mr F believes the Signature account was mis-sold to him.backgroundI issued a provisional decision in ... (4 pages)View decision -
Decision Reference DRN3949488
3 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditComplaintMr G complains that Barclays Bank UK plc closed his account and registered his name with reference agencies, including CIFAS, the UK’s fraud alert service. BackgroundMr G had a Young Persons Account, with a debit card. In October 2017 three payments totalling just over £1,000 were... (2 pages)View decision -
Decision Reference DRN-4095119
3 Aug 2023 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-4095119 The complaint Mr C complains that Amazon Payments UK Limited (APUK) won’t close his account and release the funds that belong to him. What happened Mr C says that on 26 March 2020, APUK suspended his seller account for high pricing and keeping his funds on hold when all items t... (2 pages)View decision -
Decision Reference DRN5825925
7 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss D complains about the service she received from Mercedes Benz Financial Services UK Limited (MBFS) when she wanted to terminate a hire purchase agreement. She says it did not afford her rights which she has under the Consumer Credit Act 1974 (CCA).backgroundIn May ... (2 pages)View decision -
Decision Reference DRN9347285
29 Sep 2014 American Express Services Europe Limited UpheldBanking and creditMr R complains that American Express Services Europe Limited (Amex) blocked his charge card and then applied a limit where there had previously been none. He also complains that the business has suspended his card and has asked him to repay his outstanding balance.backgroundMr R says that... (2 pages)View decision -
Decision Reference DRN-5865107
12 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5865107 The complaint Mr S complains that Accelerant Insurance Europe SA/NV UK Branch didn’t refund part of his excess after making a claim on his commercial vehicle insurance policy. What happened Mr S held a commercial vehicle insurance policy with Accelerant. After he was involve... (2 pages)View decision