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 125267 results
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Decision Reference DRN-3875319
3 Jan 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3875319 The complaint Mr V complains that Metro Bank PLC unfairly closed his account, lodged a fraud marker against him and denied him access to his funds. What happened Mr V advertised his car for sale and entered into discussions with a potential buyer about it. Dozens of messages we... (5 pages)View decision -
Decision Reference DRN-3816591
3 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3816591 The complaint Mr K complains that Barclays Bank UK PLC (“Barclays”) closed his accounts without valid justification and wants to be financially compensated for lost earnings for the time spent dealing with the matter, reputational damage and mental distress. What happened Mr K ... (3 pages)View decision -
Decision Reference DRN-3856346
3 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3856346 The complaint L complains that HSBC UK Bank PLC has mishandled its requests to amend the cardholders for a charge card it held with the bank. What happened L is a small limited company which has a charge card account with HSBC. The company had three directors who each held a ch... (3 pages)View decision -
Decision Reference DRN-3878037
3 Jan 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3878037 The complaint Mrs T complains that HSBC UK Bank Plc defaulted her loan after agreeing a payment pause. What happened I issued my provisional decision on this complaint on 5 December 2022. This is what I said: What happened Mrs T had a loan with HSBC and, in 2020, her new busine... (6 pages)View decision -
Decision Reference DRN-3841593
3 Jan 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-3841593 The complaint Mr K complains that a cheque paid into his account with London Community Credit Union Limited (LCC) went missing. What happened On 15 October 2021, Mr K paid in a cheque for £3,048.46 at a branch of LCC. It wasn’t credited to his account and he visited the branch ... (2 pages)View decision -
Decision Reference DRN-3683615
3 Jan 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3683615 The complaint Mr W complains about the amount of time Options UK Personal Pensions LLP (Options UK) took to transfer his pension to a third-party provider. He believes the delays were unnecessary and avoidable and he asks to be compensated. What happened Mr W held a pension wit... (2 pages)View decision -
Decision Reference DRN-3877832
3 Jan 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3877832 The complaint Mrs M complains that National Savings and Investments (NSI) made an error when opening investment accounts. What happened In July 2021, Mrs M called NSI to invest £50,000. This was placed into a direct saver account. In May 2022, £30,000 was transferred into PSBs ... (3 pages)View decision -
Decision Reference DRN-3878083
3 Jan 2023 American Express Payment Services Limited UpheldBanking and PaymentsDRN-3878083 The complaint Mr A complains that American Express Payment Services Limited (Amex) failed to raise a dispute under section 75. What happened Mr A booked a hotel and paid using his Amex credit card. When he arrived at the hotel, it was closed, and Mr A had to book an alternative... (4 pages)View decision -
Decision Reference DRN-3807805
3 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3807805 The complaint O, a limited company, complains that Clydesdale Bank Plc trading as Virgin Money took too long to change its account resulting in additional charges and costs. What happened O had an existing fee-paying account with Clydesdale. It wanted to change this to a fee fr... (2 pages)View decision -
Decision Reference DRN-3851811
3 Jan 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3851811 The complaint Mr H and Mrs K complain about Assurant General Insurance Limited (AGI) and the service AGI provided when they made a claim on their Mobile Phone Insurance policy. Mrs K has acted as representative of Mr H’s during the complaint process. So, for ease of reference, ... (3 pages)View decision
