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 162956 results
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Decision Reference DRN-5001078
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5001078 The complaint Ms K complains that HSBC UK Bank Plc acted unfairly in blocking access to her current account. What happened Ms K held a credit card and current account with HSBC. In February 2024, Ms K contacted HSBC to inform them she was struggling financially. Soon after, ... (3 pages)View decision -
Decision Reference DRN-5246169
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246169 The complaint Mr B complains Nationwide Building Society sent him a refund without any explanation and that its communication since then has been very poor. What happened Mr B had a credit card account with Nationwide which he closed over 15 years ago. Mr B says he received ... (2 pages)View decision -
Decision Reference DRN-5215837
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215837 The complaint Mr D is a sole trader. He complains about the way Barclays Bank UK PLC (Barclays) communicated with him during the conduct of their Know Your Customer review, (KYC). Mr D believes that during the process, when attempting to obtain information concerning his bus... (6 pages)View decision -
Decision Reference DRN-5248882
24 Jan 2025 Conister Bank Limited UpheldBanking and PaymentsDRN-5248882 The complaint Ms L complains Conister Bank Limited didn’t call her back when she asked for help with an online application. What happened In October 2024 Ms L contacted Conister Bank to say she was having problems completing an online application for a fixed rate bond. Ms L ... (2 pages)View decision -
Decision Reference DRN-5229350
24 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5229350 The complaint Mr C complains that National Westminster Bank Plc (“NatWest”) allowed him to make payments to a cryptocurrency exchange platform. What happened Mr C started trading cryptocurrency and began to make substantial losses starting in September and October 2023. He l... (3 pages)View decision -
Decision Reference DRN-4971914
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4971914 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In May 2023 Miss F entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5170452
24 Jan 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5170452 The complaint Miss B is unhappy that Kroo Bank Ltd applied a fraud marker against her name. What happened In February 2024, Miss B opened an account with Kroo. Between 22 February 2024 and 6 March 2024, the account received faster payments from a number of different people. ... (3 pages)View decision -
Decision Reference DRN-5285688
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5285688 The complaint Mr N is unhappy with the service he received from Barclays Bank UK PLC surrounding his ISA. What happened In January 2023, Mr N visited a Barclays branch to arrange for the transfer of an ISA he held with another provider (which I’ll refer to as ‘X’) to Barcla... (4 pages)View decision -
Decision Reference DRN-5285318
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5285318 The complaint Mr P complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened I issued my provisional decision on this complaint on 20 December 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (12 pages)View decision -
Decision Reference DRN-5252229
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5252229 The complaint Mr G complains that NewDay lent irresponsibly when it approved three different credit card applications he made and increased the credit limits. What happened Mr G applied for a Debenhams credit card with NewDay in February 2019. In his application, Mr G said ... (4 pages)View decision
