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 3962 results
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Decision Reference DRN7414529
13 Jan 2020 Santander UK Plc Not upheldBanking and creditComplaintMr F has complained that Santander UK Plc registered a CIFAS marker against his name.BackgroundSantander closed Mr F’s account and registered a CIFAS marker after someone had deposited two cheques in his account for £39,310 and £32,000. The first cheque was returned marked ‘unpaid... (4 pages)View decision -
Decision Reference DRN-5757262
23 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757262 The complaint Mr C complains about The Royal Bank of Scotland Plc (‘RBS’) as the beneficiary of what he says are fraudulent funds he sent as a result of a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a bu... (3 pages)View decision -
Decision Reference DRN-4270580
7 Aug 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4270580 The complaint Mr S has complained Volkswagen Financial Services (UK) Limited, trading as Lamborghini Financial Services, rescinded his hire purchase agreement and added a fraud-related marker to his record without refunding the money he paid towards the agreement. What happened... (3 pages)View decision -
Decision Reference DRN-4900109
1 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4900109 The complaint Mr R complains that The Royal Bank of Scotland Plc (‘RBS’) should pay more compensation than offered so far in connection with its poor service regarding problems he’s had paying money into his account. What happened Until the Post Office unexpectedly declined... (4 pages)View decision -
Decision Reference DRN6180925
1 Sep 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMrs R complains that Volkswagen Financial Services (UK) Limited (VWFS) has unfairly terminated her vehicle lease agreement as it claims not to have received her initial payment. She wants the contract re-instated and to keep the vehicle until the end of the agreed te... (3 pages)View decision -
Decision Reference DRN2110031
30 Sep 2018 National Westminster Bank Plc UpheldBanking and creditMrs C, represented by her mother Mrs D, complained about National Westminster Bank Plc. Mrs D had tried to pay £40 into Mrs C’s account as a surprise present, but the bank wouldn’t accept it.Mrs C, represented by her mother Mrs D, would like an apology and a ‘‘modest... (4 pages)View decision -
Decision Reference DRN6262502
30 Oct 2017 National Westminster Bank Plc Not upheldBanking and creditMiss T’s complained National Westminster Bank Plc won’t refund disputed transactions on her account.backgroundOn 8 February 2017, NatWest called Miss T to ask her about some of the transactions on her account. It asked her for her debit card details but she couldn’t ... (3 pages)View decision -
Decision Reference DRN-2982951
21 Sep 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2982951 The complaint Mr M complains that Vanquis Bank Limited allowed a transaction to be paid from his credit card after his card had expired. What happened Mr M booked a holiday with a third party company. The total cost for this was £675. Mr M paid a part deposit of £30 in March 20... (3 pages)View decision -
Decision Reference DRN-4654292
6 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654292 The complaint Mr O complains that Monzo Bank Ltd have recorded a marker against him with the fraud prevention agency CIFAS. He’d like the entry removed. What happened For this complaint Mr O has appointed representatives, but for ease of reading I’ll only refer to Mr O througho... (3 pages)View decision -
Decision Reference DRN-1781767
30 Jun 2020 N26 Bank GmbH UpheldBanking and PaymentsDRN-1781767The complaintMr B complains that N26 Bank GmbH (N26) blocked and closed his account, without giving him notice and only returned part of the money he had in his account. backgroundOn 17 September 2019, N26 blocked and closed Mr B’s account, without telling him why and without gi... (2 pages)View decision
