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 3967 results
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Decision Reference DRN9011539
21 Feb 2014 Barclays Bank Plc Not upheldBanking and creditB complains that Barclays Bank Plc delayed in returning investment monies to her.background B invested money with Barclays and was due to receive the final 50% back in November 2010. However, she did not receive the money until June 2011.In summary, B says that as a result of the delay... (3 pages)View decision -
Decision Reference DRN6343507
24 May 2016 Bank of Scotland Plc Not upheldBanking and creditMr S has complained that Bank of Scotland plc has refused to refund him a deposit of £5,105 taken by a third party, which he says he didn’t authorise.backgroundMs S was interested in buying a property, and put in a bid for £31,000. The vendor didn’t accept this, b... (2 pages)View decision -
Decision Reference DRN-3860055
15 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3860055 The complaint Mr K complains that HSBC UK Bank Plc unfairly restricted access to his bank account. What happened Mr K held a current account, Individual Savings Account (ISA) and credit card with HSBC. HSBC undertook a review of its relationship with Mr K in October 2020, in li... (4 pages)View decision -
Decision Reference DRN-4743138
17 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4743138 The complaint Miss F complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company... (3 pages)View decision -
Decision Reference DRN-5345222
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5345222 The complaint Mr and Mrs C complain that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. The money in dispute was sent from Mr and Mrs C’s joint account. However, for ease of reading, I’ll refer only to ... (4 pages)View decision -
Decision Reference DRN2832163
18 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMr C complains about the service he received from Barclays Bank UK Plc (Barclays) when he visited their Bramhall branch in November 2018. backgroundMr C went into the Bramhall branch in November 2018. He wanted to withdraw money from his current account and then pay some ... (2 pages)View decision -
Decision Reference DRN7897524
24 Mar 2017 Vanquis Bank Limited Not upheldBanking and creditMiss M complains that Vanquis Bank Limited registered information with CIFAS in connection with her credit card account. backgroundIn 2012 Miss M says she was owed some money by a friend. She says the friend’s boyfriend offered to pay the debt by paying off her credit... (2 pages)View decision -
Decision Reference DRN-2874309
24 Jun 2021 Monmouthshire Building Society Not upheldBanking and PaymentsDRN-2874309 The complaint Mr & Mrs D complain on behalf of their daughter Miss D, that Monmouthshire Building Society (MBS) incorrectly rejected a deposit into their daughter’s savings account and subsequently closed the account. What happened Mr & Mrs D says they transferred a sub... (3 pages)View decision -
Decision Reference DRN6867668
7 Apr 2020 HSBC UK Bank Plc Not upheldBanking and creditMr C complains that HSBC UK Bank Plc (“HSBC”) won’t refund disputed transactions made from his debit card and online banking. He also complains about a cheque that was deposited into his account.Mr C has brought his complaint via a representative, but for ease of reading I’ll refer to all ... (5 pages)View decision -
Decision Reference DRN-3761294
24 Feb 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3761294 The complaint Mr F complains about how Lloyds Bank PLC (“Lloyds Bank”) dealt with his question about obtaining a refund. What happened Mr F had booked a holiday and used his Lloyds Bank credit card to pay the deposit. However, Mr F was unable to take the holiday as he no longer... (3 pages)View decision
