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 161648 results
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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 -
Decision Reference DRN-5232116
16 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5232116 The complaint Mr and Mrs E complain that they were unable to port their existing Clydesdale Bank Plc mortgage product to a new property. What happened Mr and Mrs E took out a staff offset tracker mortgage with Clydesdale in 2013. In 2016, Mrs E stopped working for the bank. ... (3 pages)View decision -
Decision Reference DRN-5263318
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5263318 The complaint Mrs E complains that Bank of Scotland plc trading as Halifax cancelled her direct debit without her permission and without informing her. What happened Mrs E banks with Halifax and used the account to pay her credit card bill by direct debit. However, in mid-2... (5 pages)View decision -
Decision Reference DRN-5170041
16 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5170041 The complaint Miss S complains that NewDay Ltd (‘NewDay’) trading as Debenhams Mastercard, applied a default unfairly because it applied it around two years after it first issued a default notice. What happened Miss S had a NewDay branded credit card. In March 2018 she told... (3 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN-5141490
16 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5141490 The complaint Mr C complains that he was robbed at a branch of National Westminster Bank Plc (NatWest) due to a lack of security and a lack of intervention from the staff. He said NatWest should reimburse his loss. And he also complained about poor customer service since the... (4 pages)View decision -
Decision Reference DRN-5265216
16 Jan 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5265216 The complaint Mrs F complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) didn’t include insurance cover when she acquired a new mobile phone through a fixed sum loan agreement. What happened Mrs F not being able to successfully apply for... (4 pages)View decision -
Decision Reference DRN-4914509
16 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4914509 The complaint Mr A is unhappy that Kroo Bank Ltd removed money from his account after they were reported as fraudulent. What happened Mr A opened an account with Kroo on 15 May 2023. On 16 May 2023 Kroo blocked Mr A’s account as it received reports from third party banks th... (4 pages)View decision
