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 3953 results
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Decision Reference DRN5034227
28 Jun 2018 Lloyds Bank PLC Not upheldBanking and creditMiss A complains that Lloyds Bank Plc refused to refund her the £300 she transferred to a third party as a deposit on a car. She also complains that Lloyds refused to give her the evidence it had got from the third party to show he was entitled to the money.backgr... (2 pages)View decision -
Decision Reference DRN3823436
22 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMrs O complains that Barclays Bank PLC will not return to her a deposit that she paid for some airline tickets.backgroundMrs O paid a £60 deposit for some airline tickets in August 2015. She made an online payment from her bank account to a third party’s account wit... (2 pages)View decision -
Decision Reference DRN8060582
12 May 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs J complain that Lloyds Bank PLC has not credited their account with a cash deposit.backgroundMr and Mrs J explain that a relative went into one of the bank’s branches to deposit some cash into their account. The relative was told by the cashier to use th... (2 pages)View decision -
Decision Reference DRN-4537320
20 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4537320 The complaint Miss N complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the deposit she paid for a lease car. What happened Miss N says that she found a leasing company online that I’ll refer to in this decision as V. Miss N says that V was the only... (3 pages)View decision -
Decision Reference DRN-5762275
19 Aug 2025 WAHED INVEST LTD UpheldBanking and PaymentsDRN-5762275 The complaint Mr M complains that WAHED INVEST LTD provided unclear information resulting in an unauthorised transaction on his account. What happened In June 2024 Mr M set up a recurring deposit instruction to credit £2,000 per month into his Individual Savings Account (IS... (7 pages)View decision -
Decision Reference DRN3477261
23 Dec 2019 Barclays Bank UK PLC Not upheldBanking and creditComplaintMr S has complained that Barclays Bank UK Plc won’t refund payments to an online casino, which he says he didn’t make.BackgroundMr S has an account with an online casino. I will refer to the casino as the ‘merchant’. He said the merchant took payments of around £4,000 from his ban... (4 pages)View decision -
Decision Reference DRN0814909
5 Jun 2015 Metro Bank PLC UpheldBanking and creditMr M complains that Metro Bank PLC allowed a third party to change the locks, and access the contents, of his safe deposit box.backgroundMr M had not accessed his safe deposit box since May 2013. In November 2014, he found his keys did not fit. Metro Bank says t... (1 page)View decision -
Decision Reference DRN4665613
17 Dec 2013 National Westminster Bank Plc Not upheldBanking and creditMr G complains that National Westminster Bank Plc released his safe deposit box to a third party without his authorisation and that it will not remove his former wife from their joint account.backgroundMr G wrote to NatWest in February 2011 asking it to remove his former wife from... (2 pages)View decision -
Decision Reference DRN-4301251
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4301251 The complaint Ms T complains that Santander UK Plc won’t allow a third party to exchange old £20 notes on her behalf. What happened Ms T had a current account with Santander for some years. Health issues meant Ms T was unable to leave her home and had a live-in carer. Ms T cont... (4 pages)View decision -
Decision Reference DRN3339195
25 Sep 2014 Secure Trust Bank Plc Not upheldBanking and creditMr T and Mrs W complain that Secure Trust Bank Plc reduced the interest rate on their account when it had no right to do so. They complain that they were led to believe that there was no way Secure Trust would change the rate.backgroundIn 2011 Mr T and Mrs W deposited a significant ... (3 pages)View decision
