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 4373 results
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Decision Reference DRN3442350
5 May 2015 Bank of Scotland Plc Not upheldBanking and creditMrs C complains that Bank of Scotland plc (trading as Halifax) pressured her into upgrading her account to a packaged bank account. She says she was led to believe her overdraft would be removed if she didn’t upgrade, she didn’t need or use any of the benefits as ... (2 pages)View decision -
Decision Reference DRN-4457981
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4457981 The complaint Mr L has complained Barclays Bank UK PLC, trading as Barclaycard, didn’t refund him for unauthorised transactions and then required him to repay their legal costs after his judgement was set aside. What happened In 2022 Mr L asked Barclaycard to refund him for var... (2 pages)View decision -
Decision Reference DRN8747273
9 Apr 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK Plc (“Santander”) mis-sold him a packaged bank account.backgroundThe background to this complaint and my initial conclusions are set out in my provisional decision from March 2015.Mr G completed an application form to open a Premier 50 c... (2 pages)View decision -
Decision Reference DRN6731436
9 Nov 2018 Barclays Bank Plc Not upheldBanking and creditMr J has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Tech Pack bundle from its feature store in 2014.backgroundOne of our adjudicators has looked into Mr J’s complaint already and she didn’t think that Barclays mis-sold the feature store package. Mr J ... (2 pages)View decision -
Decision Reference DRN-1624109
4 Jun 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1624109The complaintMr P complains that HSBC UK Bank Plc has reported incorrect information about his credit card to credit reference agencies. What happenedMr P had a credit card with HSBC. The account fell into arrears and a default was issued. Mr P says that until mid-2019 the date ... (2 pages)View decision -
Decision Reference DRN-2711073
22 Mar 2022 Mattioli Woods PLC Not upheldPensions and AnnuitiesDRN-2711073 The complaint Mr H complains about the way Mattioli Woods PLC (MW) has administered his Self-Invested Personal Pension (SIPP). What happened In 2012, Mr H’s occupational pension was transferred into an ‘Essential SIPP’ which was operated by Stadia Trustees Limited (STL). The fu... (7 pages)View decision -
Decision Reference DRN0555288
31 Oct 2014 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) unfairly registered information about him with a fraud prevention database.background Mr L opened an account with Halifax. Around six weeks later, two payments totalling £1,850 were credited to the account. On the same day t... (3 pages)View decision -
Decision Reference DRN-3456122
29 Apr 2022 Bank of Scotland Plc UpheldMortgagesDRN-3456122 The complaint Mr B and Ms M complain about the refusal by Bank of Scotland plc trading as Halifax to approve their application to remortgage in their names a property that was in the legal ownership of Ms M and her former husband, Mr M. What happened Ms M and her ex-husband div... (8 pages)View decision -
Decision Reference DRN7683686
5 Feb 2016 Bank of Scotland Plc Not upheldBanking and creditMr P has complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to him in 2009. He paid a monthly fee for the account which offered several benefits in return.backgroundMr P opened a fee free account with Halifax ... (2 pages)View decision -
Decision Reference DRN-5481716
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5481716 The complaint Mr O has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened In May 2024 Mr O’s account with NatWest was blocked. This took place after he’d received a cred... (2 pages)View decision
