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
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Decision Reference DRN-5211320
16 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211320 The complaint Mr and Mrs T complain that National Westminster Bank Plc delayed applying a default to their joint current account. What happened Mr and Mrs T had a joint current account with NatWest, which had an arranged overdraft of £4,000. In July 2003, Mr and Mrs T began ... (3 pages)View decision -
Decision Reference DRN-5184486
16 Jan 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5184486 The complaint Mr C complains that Charter Court Financial Services Limited trading as Charter Savings Bank made errors with a Cash ISA transfer request resulting in loss and inconvenience. What happened Mr C explains that he wanted to transfer his Cash ISA to another provide... (3 pages)View decision -
Decision Reference DRN-5266126
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5266126 The complaint Mrs C complains that Nationwide Building Society (NWide) cannot trace her savings account. What happened Mrs C had a savings account with the Dunfermline Building Society (DBS). DBS was acquired by NWide and DBS accounts were transferred into it in 2014. Mrs C’... (3 pages)View decision -
Decision Reference DRN-5206513
16 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5206513 The complaint Mrs B complains that HSBC UK Bank Plc (HSBC) misreported her account performance to the credit reference agencies, and didn’t explain the impact that reporting would have on her ability to obtain credit. What happened Mrs B entered into a repayment plan with HS... (2 pages)View decision -
Decision Reference DRN-4971945
16 Jan 2025 Melton Mowbray Building Society Not upheldBanking and PaymentsDRN-4971945 The complaint Mr S complains about the closure by Melton Mowbray Building Society (Melton Mowbray) of a savings account (the Account) belonging to an unincorporated association - which I’ll refer to as G. What happened In January 2022, the Account was opened on behalf of G. ... (5 pages)View decision -
Decision Reference DRN-5226601
16 Jan 2025 Plum Fintech Limited Not upheldBanking and PaymentsDRN-5226601 The complaint Mr C complains that Plum Fintech Limited (PFL) wouldn’t allow him to open a cash ISA as it didn’t support open banking with his bank account provider. What happened Mr C explains that when he applied on 12 August 2024, he was unable to proceed. And he was told ... (2 pages)View decision -
Decision Reference DRN-5231881
16 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5231881 The complaint Ms R complains that Lloyds Bank PLC won’t accept the ID documents she has sent to it in order to reopen accounts which have been made dormant. What happened Ms R had a current and savings account with Lloyds which had been inactive since November 2018. Accordin... (3 pages)View decision -
Decision Reference DRN-5265120
16 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5265120 The complaint Mr E complained because HSBC UK Bank Plc refused to refund him for cash machine withdrawals which he said he didn’t authorise. What happened Between 24 May 2024 and 3 June, there were multiple cash withdrawals from Mr E’s HSBC account. There were 18 £250 with... (4 pages)View decision -
Decision Reference DRN-5053711
16 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5053711 The complaint Ms G has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the ... (6 pages)View decision -
Decision Reference DRN-4946076
16 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-4946076 The complaint Mr S complains about the overall customer service provided by National Savings & Investments (‘NS&I’) when handling queries and cancellation requests for two Guaranteed Income Bonds (GIB). What happened Mr S purchased a £500 one-year fixed GIB online on... (3 pages)View decision
