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 392389 results
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Decision Reference DRN-5712195
19 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5712195 The complaint Mr K complained because Clydesdale Bank Plc, trading as Virgin Money: - refused to refund him for transactions he disputed, and - gave him poor customer service, including telling him it had stopped payments when it hadn’t. What happened On 14 December 2024, Mr... (4 pages)View decision -
Decision Reference DRN-5592360
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5592360 The complaint Mr M and Mrs M are unhappy with how National Westminster Bank Public Limited Company (NatWest) handled a chargeback following the purchase of a car. As Mr M has been handling this complaint and corresponding with NatWest, on behalf of himself and Mrs M, I will ... (5 pages)View decision -
Decision Reference DRN-5682834
19 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5682834 The complaint Mr C complains about how Liverpool Victoria Services Limited (LV) handled a claim on his life and critical illness policy. Throughout the claim and complaint process, Mr C has had a representative helping him. In this decision, any reference to Mr C includes th... (3 pages)View decision -
Decision Reference DRN-5586745
19 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5586745 The complaint Mr B has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made to them. What happened Mr B purchased a chicken coop from a supplier I shall call ‘D’ in December 2022 using his AESEL credit card to the sum of £219.9... (5 pages)View decision -
Decision Reference DRN-5769560
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5769560 The complaint Mr A and Ms L have complained about Barclays Bank UK PLC not refunding several payments Ms L says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms L f... (4 pages)View decision -
Decision Reference DRN-5692289
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692289 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. On 10 February 2024, he received £70 from a third party, through a ... (3 pages)View decision -
Decision Reference DRN-5793378
19 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5793378 The complaint Ms J complains Vanquis Bank Limited (“Vanquis”) applied a default to her record despite her being in a payment arrangement. What happened Ms J set up a repayment plan with Vanquis that was due to last for three months at £70 per month. She was unable to stick ... (2 pages)View decision -
Decision Reference DRN-5817166
19 Sep 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5817166 The complaint Mrs F complains that Stellantis Financial Services UK Limited incorrectly charged her too much when she settled her conditional sale agreement. What happened In October 2024, Mrs F requested a settlement figure for her conditional sale agreement with Stellantis... (2 pages)View decision -
Decision Reference DRN-5797799
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5797799 The complaint Mr W has complained National Westminster Bank Public Limited Company, trading as Ulster Bank, is holding him liable for debts on four bank accounts which he didn’t open. What happened Mr W started to receive letters from Ulster Bank about debts relating to four... (3 pages)View decision -
Decision Reference DRN-5641634
19 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5641634 The complaint Mr S complains that a car acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality at the point of supply. What happened Both parties are familiar with th... (4 pages)View decision