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 157985 results
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Decision Reference DRN-5217562
13 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5217562 The complaint Ms R complains that HSBC UK Bank Plc provided her with an appalling level of service when she called its customer assistance to resolve an issue. What happened Ms R called HSBC, but its agent couldn't hear her, and she said she had to scream just to confi... (3 pages)View decision -
Decision Reference DRN-5124887
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5124887 The complaint Mr M has complained Monzo Bank Ltd won’t refund him for disputed transactions he didn’t make. What happened In September 2022 Mr M noticed many transactions on his Monzo account he didn’t recognise or believed he couldn’t have made. He’d recently been committed... (3 pages)View decision -
Decision Reference DRN-5200707
13 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5200707 The complaint Mr P complains that HSBC UK Bank Plc carried out unnecessary credit searches when his account was upgraded, and failed to remove the record of these checks as promised. What happened Mr P wished to upgrade his account with HSBC and discovered that it had carrie... (3 pages)View decision -
Decision Reference DRN-5111005
13 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5111005 The complaint Mr A complains on behalf of C Limited that Barclays Bank UK PLC paid a direct debit to Barclaycard from the business account when the bank account signatory had been changed to ‘complex mandate.’ What happened Mr A said that C’s banking mandate with Barclays w... (3 pages)View decision -
Decision Reference DRN-5199820
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5199820 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card account. What happened Mr M arranged a trip abroad to visit family in July 2024, and booked a hire car using his credit card at a cost of £1,001.65. Seve... (3 pages)View decision -
Decision Reference DRN-5228572
13 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5228572 The complaint Mrs T has complained that Barclays Bank UK PLC (“Barclays”) migrated her fee-paying Additions packaged account over to a fee-free account but with a fee-paying Tech Pack added, on an opt-out basis, in 2017. Mrs T says that this is a breach of the Banking: Condu... (3 pages)View decision -
Decision Reference DRN-5251189
13 Jan 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5251189 The complaint Mr M complains that Marks & Spencer Financial Services plc trading as M&S Bank (‘M&S’) mistakenly declined his application for a credit card and won’t remove their hard search from his credit file. Mr M wants the record of M&S’s hard search on ... (4 pages)View decision -
Decision Reference DRN-5218207
13 Jan 2025 Lloyds Bank PLC UpheldMortgagesDRN-5218207 The complaint Heading This complaint is about an offset mortgage Mr and Mrs J held until recently with Lloyds Bank PLC trading as Scottish Widows Bank. In essence, the complaint is that when they wished to move house and port their fixed rate mortgage product, Scottish Wido... (2 pages)View decision -
Decision Reference DRN-5225642
13 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5225642 The complaint Mrs A1 and Mrs A2’s complaint arises from their mortgage account held with Nationwide Building Society. They are unhappy that they were told that if they made £100 monthly overpayments towards their mortgage this would reduce the mortgage term, when instead it ... (3 pages)View decision -
Decision Reference DRN-5056692
13 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5056692 The complaint Ms A complains Santander UK Plc didn’t handle a direct debit guarantee claim fairly. What happened Ms A had a direct debit for a utility provider, B, to pay her monthly bills. In February 2024 B took over £600 via this direct debit. This amount was six times ... (3 pages)View decision
