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 4808 results
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Decision Reference DRN7055965
28 Jun 2017 HSBC Bank plc UpheldBanking and creditMiss H complains that HSBC Bank Plc did not act responsibly when it allowed her to take out multiple personal loans when it knew she was experiencing financial hardship as a result of a compulsive addiction. She would like the bank to reduce the amount she owes. backgr... (2 pages)View decision -
Decision Reference DRN5404348
9 Sep 2019 Nationwide Building Society Not upheldBanking and creditMr and Mrs K complain about a number of disputed transactions on their joint account and that Nationwide Building Society didn’t process a chargeback on the transactions. backgroundAround 2012 a significant number of debit card transactions were made on Mr and Mrs K’s current account to on... (2 pages)View decision -
Decision Reference DRN-2931848
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2931848 Complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) unfairly increased his overdraft and continued applying charges when he was in financial difficulty. Background One of our investigators looked at this complaint and thought that HSBC ought to have realised that Mr R... (2 pages)View decision -
Decision Reference DRN-4024710
1 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4024710 The complaint Miss M complains that NewDay Ltd trading as Fluid Credit Card irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss M says she opened the Fluid account in December 2021 but says the application should not have been appr... (2 pages)View decision -
Decision Reference DRN3891515
14 Aug 2017 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank Plc lent to him irresponsibly, and didn’t treat him sympathetically when he experienced financial hardship. backgroundI issued a provisional decision in July this year saying why I didn’t think this complaint should be upheld. I said:“Mr D ... (2 pages)View decision -
Decision Reference DRN-4411464
15 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4411464 The complaint Miss F says Lloyds Bank PLC irresponsibly lent to her. What happened Miss F opened a credit card with Lloyds in November 2012. She was given a £750 credit limit; this was increased to £1,250 in August 2013 and to £1,750 in September 2014. It was then reduced to £1... (2 pages)View decision -
Decision Reference DRN6392147
6 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr J has complained National Westminster Bank Plc won’t refund transactions he didn’t make.backgroundIn early 2015 Mr J got a letter from his mortgage provider saying they’d not been able to collect his mortgage payments by direct debit because of insufficient funds. He realised money was ... (4 pages)View decision -
Decision Reference DRN8652511
10 Jul 2018 Uncle Buck Finance LLP UpheldBanking and creditMr B complains that Uncle Buck Finance LLP gave him loans that were unaffordable.backgroundDuring 2015 and 2016 Mr B borrowed ten loans from Uncle Buck, as follows: loan Amount loan dateloan typeRepayment date 1 £150 9.2.15Payday26.2.152 £100 3.3.15Payday13.3.153 £150 16.3.... (4 pages)View decision -
Decision Reference DRN6239489
3 Oct 2013 Nationwide Building Society UpheldInvestment and pensionsMiss A complains about advice received in 2012 from Nationwide Building Society to invest a substantial amount in investments she says were too risky for her. She says that the adviser assured her that the recommended investments posed no risk to her capital.backgroundI issued my pro... (5 pages)View decision -
Decision Reference DRN1870793
17 Jul 2019 CMC Markets UK plc Not upheldInvestment and pensionsMr B complains that he is unhappy with the service provided by CMC Markets UK Plc (“CMC”) while trading contracts for difference (CFDs).backgroundI issued my provisional decision in June 2019 which is attached and forms part of my final decision. In this I set out why I didn’t think Mr B’s... (6 pages)View decision
