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 370149 results
-
Decision Reference DRN-4623716
22 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4623716 The complaint Mr D complains that National Westminster Bank Plc (“NatWest”) has failed to refund the £10,000 he says he lost to an investment scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr D was introduce... (3 pages)View decision -
Decision Reference DRN-5209996
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5209996 The complaint Ms B is unhappy that the Bank of Scotland plc trading as Halifax didn’t update her Childrens’ accounts with a new address. What happened Ms B holds a sole account with Halifax, and she is also party to her two children’s accounts. When she moved house, Ms B g... (2 pages)View decision -
Decision Reference DRN-5144000
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5144000 The complaint Miss R complains about the actions of HSBC UK Bank PLC when she lost money to a scam. What happened In October 2023 Miss R had been receiving messages on her phone about job opportunities. She responded to one of the messages and spoke with a merchant. After M... (3 pages)View decision -
Decision Reference DRN-4842965
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4842965 The complaint Mr S complains Barclays Bank UK PLC unfairly closed his bank accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held a current account and Blue Reward account with Barcla... (3 pages)View decision -
Decision Reference DRN-5245852
22 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5245852 The complaint Mrs B complains that Zopa Bank Limited acted irresponsibly when it provided her with a credit card account. She wants all interest and charges refunded and offset against her outstanding balance and to be allowed to repay the outstanding balance in an affordabl... (3 pages)View decision -
Decision Reference DRN-5266141
22 Jan 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5266141 The complaint Miss P is unhappy that Skipton Building Society (“SBS”) wouldn’t update her grandchild’s passbook and return it to her when she took it into branch. What happened Miss P went into an SBS branch and asked them to update the account passbook for an account held ... (2 pages)View decision -
Decision Reference DRN-5279746
22 Jan 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5279746 The complaint Mr K is unhappy with information he was given by Charter Court Financial Services Limited trading as Precise mortgages when he applied for a payment holiday on his mortgage. What happened Mr K contacted Precise Mortgages through their financial support team on ... (4 pages)View decision -
Decision Reference DRN-4855185
22 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4855185 The complaint Ms A complains Metro Bank PLC unfairly closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened Ms A opened a Metro Bank account online on 9 November 2023. Th... (4 pages)View decision -
Decision Reference DRN-5136222
22 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5136222 The complaint Mr B has complained that Starling Bank Limited won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr B’s brother received missed calls from a number spoofed to look like the genuine number of the Financial Services Comp... (3 pages)View decision -
Decision Reference DRN-5239661
22 Jan 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5239661 The complaint Mrs L complains about how AXA Insurance Designated Activity Company (AXA) dealt with a claim on her motor insurance. What happened Mrs L had motor insurance underwritten by AXA. She says that on the day she took her car for its MOT test she hit a large number o... (2 pages)View decision
