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 158214 results
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Decision Reference DRN-5107817
19 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5107817 The complaint Ms O complains that Nationwide Building Society (‘Nationwide’) won’t refund the money she says was lost as the result of a scam. What happened In 2013, Ms O heard about an investment on the radio. It involved a company I’ll refer to as B, as well as a linked c... (5 pages)View decision -
Decision Reference DRN-5223880
19 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5223880 The complaint P complain The Royal Bank of Scotland Plc (“RBS”) restricted and closed their account for not providing information for its Know-Your- Customer (KYC) review. P add that despite making requests to email or arrange a meeting to discuss the information RBS needed,... (10 pages)View decision -
Decision Reference DRN-5221182
19 Dec 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5221182 The complaint The estate of Mr W is bringing a complaint about how Bank of Ireland (UK) Plc have dealt with a request to repay the mortgage in full. The estate is being represented by Miss T, so any reference to Miss T in this decision should be taken to mean her acting in t... (5 pages)View decision -
Decision Reference DRN-4883536
19 Dec 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4883536 The complaint A company, which I’ll refer to as S, complains about the closure by Barclays Bank Plc trading as Barclaycard (Barclays) of its account (the Account). S also didn’t think Barclays were helpful when they declined its request to transfer the data of its customers ... (5 pages)View decision -
Decision Reference DRN-5107826
19 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5107826 The complaint Ms O complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened In 2013, Ms O heard about an investment on the radio. It involved a company I’ll refer to as B, as well as a linked company I’ll ... (5 pages)View decision -
Decision Reference DRN-5056504
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5056504 The complaint Mr S complains that Barclays Bank UK PLC (Barclaycard) irresponsibly gave him a credit card and credit limit increases, and this caused him to get into financial difficulties. What happened Barclaycard provided Mr S with a credit card as follows: Date Event Cre... (4 pages)View decision -
Decision Reference DRN-5184676
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5184676 The complaint Mr P is unhappy about the service provided by HSBC UK Bank Plc (‘HSBC’ ) in connection with an ISA* transfer. *Individual Savings Account. What happened Mr P held a Help To Buy ISA with another financial business (I’ll call ‘B’) which he wanted to transfer to... (4 pages)View decision -
Decision Reference DRN-5224077
19 Dec 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-5224077 The complaint Mr R has complained that Starling Bank Limited won’t refund transactions he says he didn’t make or otherwise authorise. What happened Over the course of a few days in spring 2024, Mr R’s Starling account was used for around £2,000 of card payments towards in-ga... (3 pages)View decision -
Decision Reference DRN-5218611
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5218611 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. Mr O has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr O throughout... (6 pages)View decision -
Decision Reference DRN-5160676
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5160676 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr R says that he encountered an individual I’ll refer to as L in this decision when he advertised his expertise in spo... (6 pages)View decision
