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 170827 results
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Decision Reference DRN-5027967
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5027967 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected him from losing money to scammers. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that from No... (2 pages)View decision -
Decision Reference DRN-5027970
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5027970 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct (“First Direct”) hasn’t protected him from losing money to scammers. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary,... (2 pages)View decision -
Decision Reference DRN-5805135
9 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5805135 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money has treated him unfairly in relation to its obligations with regard to payments he made using his credit card. What happened In May 2022, Mr W paid a £100 deposit on his Virgin Money credit card fo... (6 pages)View decision -
Decision Reference DRN-5495324
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5495324 The complaint Mr D complains that Lloyds Bank PLC hasn’t reimbursed the money he says he’s 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, Mr D made several payments to an account ... (3 pages)View decision -
Decision Reference DRN-5691109
9 Sep 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5691109 The complaint Mr S complains that Leeds Building Society failed to process his payment request. He says this resulted in him missing out on a digital currency transaction trade. What happened Mr S’ savings account was due to mature and so, around a week prior to maturity, Mr... (3 pages)View decision -
Decision Reference DRN-5678474
9 Sep 2025 Coutts & Company Not upheldBanking and PaymentsDRN-5678474 The complaint Mr C is unhappy with Coutts & Company. Over the past few years Mr C has been involved in legal proceedings abroad. Mr C said he signed a limited authorisation allowing Coutts to disclose personal account details for a strict three month period. Mr C said Co... (3 pages)View decision -
Decision Reference DRN-5528888
9 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5528888 The complaint Miss B says Sainsbury's Bank Plc irresponsibly lent to her. What happened Miss B took out a loan for £13,000 over 60 months on 13 March 2022. The APR was 10.9% and the monthly repayments were £278.72. Miss B says proper checks were not done before she rece... (3 pages)View decision -
Decision Reference DRN-5707280
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5707280 The complaint Miss G complains that Moneybarn No. 1 Ltd (“Moneybarn”) unfairly entered into a conditional sale agreement with her and didn’t support her when she had difficulties managing it. What happened Miss G was provided with finance for a car in June 2023. The cash pr... (3 pages)View decision -
Decision Reference DRN-5571651
9 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5571651 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a Vanquis credit card in August 2021. In his application, Mr W gave a household income... (4 pages)View decision -
Decision Reference DRN-5779378
9 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5779378 The complaint Miss C says Bank of Scotland plc trading as Halifax (‘Halifax’), irresponsibly lent to her. She thinks that Halifax shouldn’t have allowed her to have a credit card and Halifax ought not to have increased the credit limit on it. She also complains that Halifax... (4 pages)View decision
