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 4563 results
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Decision Reference DRN4588912
29 Sep 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C and Miss M complain about problems they’ve experienced with a used car they bought with finance from Volkswagen Financial Services (UK) Limited.backgroundMr C and Miss M complained to VFS about the problems they were experiencing with their car. And, being unhapp... (4 pages)View decision -
Decision Reference DRN-5643572
27 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643572 The complaint Mr N complains that The Royal bank of Scotland plc (RBS) hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send fun... (3 pages)View decision -
Decision Reference DRN8518276
19 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr V is unhappy that – after Barclays Bank UK PLC (‘Barclays’) corrected an error on his account – he’s no longer receiving pre-approved loan offers.backgroundAround March 2018, Mr V says Barclays removed a marker on his current account, after they realised it had been added in error. They... (3 pages)View decision -
Decision Reference DRN2815070
29 Oct 2013 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr A and Mr B have complained that following a claim under their motor insurance policy with Admiral Insurance Company Limited, there were a number of problems with the repairs process. backgroundMr A and Mr B’s car was stolen towards the end of July 2011 and was recovered shortly aft... (3 pages)View decision -
Decision Reference DRN2080079
10 Oct 2014 Barclays Bank Plc UpheldInsurance (excluding PPI)Mr E complains a card protection policy was mis-sold to him by a predecessor of Barclays Bank Plc. background In September 2002 a card protection policy was added to Mr E’s credit card. In 2013 Mr E complained the policy had been added without his knowledge or consent. Barclays did not u... (3 pages)View decision -
Decision Reference DRN1532003
22 May 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc mis-sold three packaged bank accounts. A Current Account Plus to Mr B in 2008 and 2009 and Additions Active account in 2012 to both Mr and Mrs B.backgroundOne of our adjudicators has looked into Mr and Mrs B’s comp... (3 pages)View decision -
Decision Reference DRN2316266
4 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr O has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Private packaged bank account to him in 1997.backgroundOne of our adjudicators has looked into Mr O’s complaint already and she didn’t think NatWest had mis-sold the packaged acco... (3 pages)View decision -
Decision Reference DRN-4432539
16 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4432539 The complaint Mrs C has complained Bank of Scotland plc, trading as Halifax, allowed the contents of her savings account to be completely withdrawn over a short period of time without any intervention. What happened Mrs C is over 90 years old. One of her three daughters has bee... (3 pages)View decision -
Decision Reference DRN-3753066
7 Nov 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3753066 The complaint Miss B complained that St. James's Place Wealth Management Plc (SJP) misled her about a fee arrangement and failed to operate in a fair and transparent way. She was also unhappy with SJP’s response after she first raised concerns in February 2021. To put thin... (3 pages)View decision -
Decision Reference DRN5524580
23 Jun 2020 Carnegie Consumer Finance Limited Not upheldBanking and creditMr K complains that a training course that he paid for using a fixed sum loan agreement with Carnegie Consumer Finance Limited (Carnegie) was misrepresented to him.backgroundMr K entered into a fixed sum loan agreement with Carnegie in November 2017 to pay for a gas safe engineering course... (3 pages)View decision
