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 4353 results
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Decision Reference DRN-3591612
12 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3591612 The complaint Ms F has complained that PayPal (Europe) Sarl et Cie SCA won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2020, Ms F lived with her partner at the time. She explained that he subjected her to financial abuse. He took out ... (4 pages)View decision -
Decision Reference DRN-3880928
28 Feb 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3880928 The complaint Mr H complains that The Co-operative Bank Plc (‘Co-op’) caused him to miss a credit card payment and wrongly told him that it intended to record that late payment with the credit reference agencies. What happened Mr H held a credit card with Co-op. He says that h... (5 pages)View decision -
Decision Reference DRN7452018
21 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a payment protection insurance (PPI) policy taken out in 1999 in conjunction with a credit card. Mr W says that The Royal Bank of Scotland Plc, (“RBS”) mis-sold the policy.backgroundAn adjudicator at this service has considered Mr W’s complaint and r... (3 pages)View decision -
Decision Reference DRN-1602584
20 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1602584The complaintMrs H complains that Nationwide Building Society didn’t notify her before the end of the 12- month term of her Flex Regular Online Saver account. And that Nationwide failed to cancel a standing order to the account. She says this caused her to lose interest after th... (3 pages)View decision -
Decision Reference DRN-4215420
12 Jul 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4215420 The complaint Miss M complains that HSBC UK Bank Plc will not refund the money she lost as a result of an authorised push payment (APP) scam. Miss M brought her complaint to this service through a representative. For ease I will refer solely to Miss M in this decision. What hap... (3 pages)View decision -
Decision Reference DRN-2919285
25 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2919285 The complaint Mr U complains that Monzo Bank Ltd did not help him recover money he’d deposited into an online trading account which he says turned out to be a scam. What happened In June 2019 Mr U saw an online advertisement for a firm, which said it provided a trading platform... (3 pages)View decision -
Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision -
Decision Reference DRN0704436
14 Mar 2019 Barclays Bank UK PLC Not upheldBanking and creditMr P has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Barclays “Tech Pack” account add-on in 2015. He paid a monthly fee for the Tech Pack which provided several benefits in return.backgroundIn November 2015 Mr P called Barclays to enquire about ... (3 pages)View decision -
Decision Reference DRN-5491055
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5491055 The complaint E Limited (‘E’), represented by Mr S, complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY , saying the service it provided led to E paying for banking services that were also available free of charge. Mr S is a person authorised to bring this com... (4 pages)View decision -
Decision Reference DRN1607498
13 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMiss B has complained that Barclays Bank Plc (“Barclays”) mis-sold her an Additions Active packaged bank account in 2010. backgroundOne of our adjudicators has looked into Miss B’s complaint already. He didn’t think that Barclays mis-sold the packaged account. Miss B ... (3 pages)View decision
