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 161345 results
-
Decision Reference DRN-5206953
16 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5206953 The complaint Miss A is unhappy that TSB Bank plc won’t reimburse her for a payment she made wherein she never received the goods that she’d paid for. What happened Miss A made a payment from her TSB account to a money transfer service from where she made a payment to a merc... (3 pages)View decision -
Decision Reference DRN-5214258
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5214258 The complaint Mr K is unhappy that Bank of Scotland plc trading as Halifax didn’t refund him after he told it he had fallen victim to a scam. Mr K is represented in this matter by a claims management company, but for ease of reading I’ll only refer to Mr K in this decision. ... (4 pages)View decision -
Decision Reference DRN-4997036
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4997036 The complaint Mrs T complains that holiday accommodation she booked was not of a satisfactory standard. Because she paid for the accommodation with her credit card, issued by Nationwide Building Society, she says that she has a claim against it in the same way as she has a c... (3 pages)View decision -
Decision Reference DRN-4973025
16 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4973025 The complaint Mrs A complains Sainsbury’s Bank Plc unfairly declined her chargeback claims and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened In June 2023 Mrs A made three payments to a... (3 pages)View decision -
Decision Reference DRN-5236678
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236678 The complaint Miss K complains that Barclays Bank UK PLC closed her account and returned £950 to the remitting bank. What happened Miss K had an account with Barclays. In June 2023, Barclays wrote to Miss K to say it was going to restrict access to the account while it carri... (2 pages)View decision -
Decision Reference DRN-5267163
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5267163 The complaint Miss C is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view ... (6 pages)View decision -
Decision Reference DRN-5193802
16 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5193802 The complaint Mr and Ms M complain that Marks & Spencer Financial Services Plc (trading as M&S Bank) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Ms M came across an opportunity to invest in a company which leased cars – Buy... (6 pages)View decision -
Decision Reference DRN-5180630
16 Jan 2025 Cater Allen Limited UpheldBanking and PaymentsDRN-5180630 The complaint H, a limited company, represented in this complaint by its director, Mr H, complains that Cater Allen Limited won’t refund the money lost when Mr H fell victim to a scam. What happened Mr H saw an advert about an opportunity to invest in a company which leased... (6 pages)View decision -
Decision Reference DRN-5199234
16 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5199234 The complaint Mr S complains that Bank of Scotland plc trading as Halifax should’ve offered him a new fixed rate on his mortgage sooner than it did. What happened Mr S took a mortgage with Halifax in 2017. The interest rate was fixed until June 2022. When the fixed rate expi... (3 pages)View decision -
Decision Reference DRN-5267023
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267023 The complaint Mr A complains Barclays Bank UK Plc reduced his overdraft limit on his current account unfairly – and provided him with poor customer service when he raised concerns regarding this. What happened I issued a provisional decision setting out what’d happened, and... (5 pages)View decision
