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 393318 results
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Decision Reference DRN-5508364
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5508364 The complaint Miss K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund money she lost after falling victim to a scam. Miss K is professionally represented, however, to keep things simple, I’ll refer to Miss K throughout my decision. Wha... (3 pages)View decision -
Decision Reference DRN-5096510
25 Sep 2025 Neilson Financial Services Limited Not upheldInsuranceDRN-5096510 The complaint Mr G complains about being over-insured under a life assurance policy he took out with Neilson Financial Services Limited trading as Smart Insurance. What happened In November 2014 Mr G took out an index-linked life assurance policy via Neilson and opted to inc... (2 pages)View decision -
Decision Reference DRN-5656054
25 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5656054 The complaint Miss C complains that, for a number of years and without her knowledge, The Royal Bank of Scotland Plc (“RBS”) allowed a third party to have access to her account information. What happened A summary of what happened is below. Miss C recently queried a transact... (3 pages)View decision -
Decision Reference DRN-5797921
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5797921 The complaint Miss R has complained that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t downgrade her Ultimate Reward Current Account (“URCA”) fee-paying packaged account after she’d complained in 2020 about how it’d been sold to her. What happened Miss R went in... (3 pages)View decision -
Decision Reference DRN-5807766
25 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5807766 The complaint Mr S complains about a fee he was charged to upgrade his account with American Express Services Europe Limited (AmEx) and that the spend from his old account wasn’t transferred to the upgraded account. What happened Mr S opened an AmEx preferred rewards gold c... (2 pages)View decision -
Decision Reference DRN-5777222
25 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5777222 The complaint Mr C complains the car he acquired financed through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“VWFS”) wasn’t of satisfactory quality. Mr C is represented in this complaint. However, for the sake of simplicity in this decision I ... (3 pages)View decision -
Decision Reference DRN-5837886
25 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5837886 The complaint Mr J complains that Vanquis Bank Limited (Vanquis) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr J took out a personal loan with Vanquis in April 2023. The loan was for £3,000. The loan term was... (3 pages)View decision -
Decision Reference DRN-5835319
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5835319 The complaint Ms W has complained, via a personal representative, that Lloyds Bank Plc (“Lloyds”) has been charging her a monthly fee for a packaged account that she was unaware she had. What happened Ms W noticed that a monthly fee was being charged to her current account s... (3 pages)View decision -
Decision Reference DRN-5744852
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5744852 The complaint Miss M complains about Revolut Ltd’s actions in relation to a scam she fell victim to. What happened Miss M paid an online seller £90 for a football ticket, including an alleged fee to change the name on the ticket. However, the seller then made excuses about w... (3 pages)View decision -
Decision Reference DRN-5749089
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5749089 The complaint Mr and Mrs O complained about the actions taken by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) and the service it provided when Mr O wanted to transfer a large cash sum out of the account. What happened Mr and Mrs O held a joint account with N... (4 pages)View decision