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 360982 results
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Decision Reference DRN-5157839
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5157839 The complaint Mr S is unhappy with how American Express Services Europe Limited (AESEL) handled a quality of goods claim he made to them. What happened Mr S purchased a pair of headphones from an online marketplace I shall call “W” on 17 January 2023 for £472.44 using his AE... (4 pages)View decision -
Decision Reference DRN-4965508
19 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4965508 The complaint Mr K complains that National Westminster Bank Plc hasn’t reimbursed funds he says he lost to a property investment scam. What happened Mr K complains about payments he made from his account from July 2021 to November 2022 which he says were invested in a proper... (3 pages)View decision -
Decision Reference DRN-5223014
19 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5223014 The complaint Mr M complains that National Westminster Bank Plc (NatWest) won’t refund the money he lost when he fell victim to a scam. What happened Mr M met an individual I’ll refer to as P on social media. P claimed to be making a lot of money through investing, and to be... (3 pages)View decision -
Decision Reference DRN-5174166
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5174166 The complaint Ms G complains HSBC UK Bank Plc (“HSBC”) withheld access to her salary when it had said she could access it whilst reviewing and restricting her Basic bank account. Ms G says HSBC’s actions have caused her financial loss, significant distress, and inconvenience... (3 pages)View decision -
Decision Reference DRN-5038599
19 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5038599 Complaint Mr P is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In May 2023, Mr P signed up to a dating website. I understand the website is generally regarded as trustworthy and Mr P believed that users on the si... (3 pages)View decision -
Decision Reference DRN-5136866
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5136866 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr H found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr H says the presentation by ... (5 pages)View decision -
Decision Reference DRN-5043849
19 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5043849 The complaint Mrs M, represented by her adviser, complains that The Prudential Assurance Company Limited didn’t provide the required warnings that she would exceed her lifetime allowance (LTA) when withdrawing money from her pension arrangements held with it. What happened T... (8 pages)View decision -
Decision Reference DRN-5219963
19 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5219963 Complaint Mr W is unhappy with the way Santander UK Plc (Santander) has dealt with problems he has had using his account. Background Mr W has experienced a series of issues with his account at Santander. I’m not considering all of those issues as part of this complaint. Inst... (3 pages)View decision -
Decision Reference DRN-5222421
19 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5222421 The complaint Mrs A is unhappy Bank of Scotland plc trading as Halifax blocked her online banking and later invoked the Banking Protocol, after they had concerns about a transfer she was trying to make. What happened Mrs A was attempting to transfer money from her Halifax a... (5 pages)View decision -
Decision Reference DRN-5223460
19 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5223460 The complaint Ms W complains that Bank of Scotland plc trading as Halifax: Has overcharged her interest on her mortgage since 2009 when it incorrectly refused to allow her to take out a new rate without her ex-partner’s permission. Failed to honor a refund it promised i... (7 pages)View decision
