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 4777 results
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Decision Reference DRN-2329672
12 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2329672 The complaint Mr M is unhappy about the way National Westminster Bank Plc handled his fraud claim. He’s also unhappy that NatWest closed his account. What happened In April 2019, Mr M was the victim of a distraction fraud. Mr M used his bank card in a machine to pay for parking... (4 pages)View decision -
Decision Reference DRN9902232
21 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs F have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them two packaged bank accounts. They paid a monthly fee for the accounts which provided several benefits in return.backgroundMr and Mrs F’s account was opened in 1987. Lloyds’ earliest records show that it was a fee- fr... (5 pages)View decision -
Decision Reference DRN-5256066
5 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5256066 The complaint Mrs H complains that Nationwide Building Society (“NBS”) failed to refund transactions she didn’t recognise. What happened Mrs H first noticed an issue with her account in October 2023. She reported that it had significantly less cash in it than she expected a... (5 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision -
Decision Reference DRN-4898033
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4898033 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A has explained that in July 2021 he made a payment of £8... (5 pages)View decision -
Decision Reference DRN-3962357
20 Feb 2023 Telefonica UK Limited Not upheldConsumer CreditDRN-3962357 The complaint Mr G complains that Telefonica UK Limited treated him unfairly in relation to his fixed sum loan with it. What happened Mr G entered into a fixed sum loan with Telefonica to finance the purchase of an electronic device in March 2020. I understand he was also provi... (4 pages)View decision -
Decision Reference DRN-2693448
18 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2693448 The complaint Mr L complains that Barclays Bank UK PLC trading as Barclaycard will not agree to a charitable write off of his credit card balance and have registered a default. What happened Mr L used a Barclaycard for expenses due to personal circumstances. He had to reduce hi... (4 pages)View decision -
Decision Reference DRN1738908
7 Jul 2017 TSB Bank plc Not upheldBanking and creditMr B has complained to TSB Bank plc (“TSB”) about being unable to use the Identity Theft Protection service (“ID Theft”) included on his Premier packaged bank account. He’s said, he tried to register for the service shortly after he agreed to the Premier account in ... (5 pages)View decision -
Decision Reference DRN7205829
15 Jun 2020 The Royal Bank of Scotland Plc UpheldBanking and creditMr and Mrs S complain of unnecessary legal and valuation fees incurred on their applications to The Royal Bank of Scotland Plc (RBS) for a fixed rate product and a further advance on their mortgage.backgroundMr S is an employee of RBS. Mr and Mrs S bought their house in 2004. Mr S says the... (5 pages)View decision -
Decision Reference DRN4045006
20 Sep 2019 TSB Bank plc Not upheldBanking and creditMr M complains that TSB Bank plc (TSB) won’t refund disputed cash withdrawals made from his account. Mr M says that fraudulent withdrawals totalling £12,450 were made from his TSB account between 2 October 2017 and 3 October 2017. On 24 September 2017, Mr M contacted TSB to request a new c... (5 pages)View decision