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 170994 results
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Decision Reference DRN-5545569
10 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5545569 The complaint Mrs W and Mr W complain that TSB Bank plc unfairly closed their joint account. What happened In December 2024, TSB wrote to Mrs W and Mr W to advise that their account would be closing immediately. They complained to the bank because TSB did so without notice o... (2 pages)View decision -
Decision Reference DRN-5400600
10 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5400600 The complaint Ms A complains that Nationwide Building Society won’t reimburse her after she fell victim to an investment scam. Ms A is professionally represented in bringing her complaint, but for ease of reading, I’ll refer, for the most part, to all submissions as being ma... (2 pages)View decision -
Decision Reference DRN-5775460
10 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5775460 The complaint Mr C is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported adverse information to his credit file during a time that they wouldn’t tell him any information what he needed to pay. What happened In June 2024, a transaction on Mr C’s account ... (3 pages)View decision -
Decision Reference DRN-5305422
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5305422 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost as a result of a scam. The complaint is brought on Mr H’s behalf by a professional representative. What happened The background to this complaint is well known to both parties. So, I’ll only ... (3 pages)View decision -
Decision Reference DRN-5799403
10 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5799403 The complaint Mr K complains that Lloyds Bank PLC closed his account with it. Because it only communicated with him by post, he was not able to address the bank’s concerns. What happened Mr K had a current account with Lloyds, with an agreed overdraft arrangement. He had opt... (2 pages)View decision -
Decision Reference DRN-5777332
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5777332 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money reported negative information to the Credit Reference Agencies (CRAs). What happened In April 2025, a charge of £94.94 was taken from Mr C’s credit card. As I understand it, the amount was debited... (3 pages)View decision -
Decision Reference DRN-5747931
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5747931 The complaint Mr A complains that Barclays Bank UK Plc ought to have done more to protect him from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around early 2019, Mr A was approached b... (3 pages)View decision -
Decision Reference DRN-5442412
10 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5442412 The complaint Mr I complains that Metro Bank PLC won’t refund the money he lost as the result of a scam. He’s been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. B... (5 pages)View decision -
Decision Reference DRN-5809700
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5809700 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) acted unreasonably in connection with a cashback voucher he claimed What happened On 21 February 2025, Mr H requested a £10 cashback voucher via his Virgin app. He didn’t receive it, so he... (3 pages)View decision -
Decision Reference DRN-5371817
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5371817 The complaint Mr and Mrs A complain that HSBC UK Bank Plc ought to have done more to protect them from fraud. As Mr A is the principal complainant, for ease, I will refer to him throughout. What happened As the circumstances of this complaint are well-known to both parties, ... (3 pages)View decision
