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 3962 results
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Decision Reference DRN0141757
28 May 2020 Bank Of Baroda UpheldBanking and creditMr M complains that Bank of Baroda have unfairly declined to refund payments totalling £109,000 made from his bank account, which he says he didn’t authorise.backgroundMr M held a fixed-term deposit account and a basic operating account with Bank of Baroda. He says his email account was ha... (15 pages)View decision -
Decision Reference DRN-5757247
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757247 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a business contact introduced him to an ... (3 pages)View decision -
Decision Reference DRN2984127
15 Mar 2018 TSB Bank plc Not upheldBanking and creditMr S complains that TSB Bank plc says it returned his safety deposit box to him, but he says this wasn’t the case.backgroundMr S had kept a safety deposit box with TSB since 2006. In 2017 he tried to access it, but the bank said it had returned the box to him... (2 pages)View decision -
Decision Reference DRN6592996
17 Jan 2014 HSBC Bank plc UpheldBanking and creditMrs H complains that HSBC Bank Plc did not inform her about the clearing procedure for a foreign cheque she paid into her account.backgroundMrs H paid a foreign cheque into her account in an HSBC branch. She withdrew the money a few days later. Mrs H received a letter around 5 days aft... (3 pages)View decision -
Decision Reference DRN2682098
16 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr T complains, on behalf of his partnership, that National Westminster Bank Plc failed to process an overseas payment request correctly and in good time. backgroundTowards the end of December 2012 one of the partnership’s clients asked it to send £15,000 to a third party’s account ba... (5 pages)View decision -
Decision Reference DRN-2924868
25 Feb 2022 Invesco Fund Managers Limited UpheldInvestmentsDRN-2924868 The complaint Mrs C complains about delays when opening an Individual Savings Account (ISA) with Invesco Fund Managers Limited and making an initial deposit. What happened One of our investigators looked into what happened and thought that Invesco should pay some redress to put... (3 pages)View decision -
Decision Reference DRN-3561964
24 Jun 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3561964 The complaint Mr H complains that Marks & Spencer Financial Services plc refuses to refund payments he made to a binary options investment scam. What happened Around April 2018 Mr H saw an online article about investing in Cryptocurrency with a company called Golden Market... (8 pages)View decision -
Decision Reference DRN3554623
21 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMrs B complains that Lloyds Bank plc (previously Lloyds TSB Bank plc) wrongly released the contents of her mother’s safe deposit box to another family member. Mrs B has been appointed the personal representative of her late mother’s estate.background Mrs B’s late mother, Mrs R, held ... (5 pages)View decision -
Decision Reference DRN8100449
23 Oct 2014 HSBC Bank plc UpheldBanking and creditMr E complains that HSBC Bank Plc wrongly debited money to his account after he deposited cash using a branch paying-in machine.backgroundMr E sold a car to a third party, R, who agreed to pay Mr E £8,195 cash and repay outstanding finance. Mr E and R visited HSBC to deposit the cash sum... (2 pages)View decision -
Decision Reference DRN5466792
8 Jan 2015 The Co-operative Bank Plc Not upheldBanking and creditMiss B complains that The Co-operative Bank Plc (trading as Britannia Building Society) unfairly applied its lending criteria when it assessed and declined a mortgage application she made in 2013. Miss B’s father, Mr B, has brought the complaint on her behalf.backgroundMiss B arranged... (4 pages)View decision
