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 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-3807994
16 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3807994 The complaint Ms C is unhappy that HSBC UK Bank Plc (HSBC) won’t refund payments she made after falling victim to a scam. Ms C’s complaint was brought by a representative. However, as the account is in Ms C’s name, I’ll refer to her throughout the decision. What happened In Aug... (5 pages)View decision -
Decision Reference DRN6241357
18 Dec 2017 National Westminster Bank Plc Not upheldInvestment and pensionsMr F and Mrs H complain that the advice they received from National Westminster Bank Plc (“NatWest”) in 2006 to invest £15,000 in a Guaranteed Capital Bond (“GCB”) and £15,000 in a Protected Bond (“PB”) was, for a number of reasons, unsuitable.Mr F and Mrs H are r... (8 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN4079277
17 May 2017 Clydesdale Bank Plc Not upheldBanking and creditMr F, a sole trader, complains that Clydesdale Bank Plc (trading as Yorkshire Bank) won’t credit his account with the funds from two promissory notes.backgroundMr F tried to deposit two promissory notes, each for £10,000,000, to his business account with Yorkshire Bank. I... (2 pages)View decision -
Decision Reference DRN-4463974
31 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsThe complaint Mr C complains that The Co-operative Bank Plc unfairly closed his account. Mr C says this caused him financial problems, upset, and impacted his mental well-being. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (5 pages)View decision -
Decision Reference DRN-5785028
27 Oct 2025 Bank of Scotland Plc Not upheldBanking and Payments1 The complaint Miss J is unhappy that Bank of Scotland plc (“BOS”) won’t refund the money she lost as part of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 7 August 2025 covered the details of Miss J’s testimony and full timeline of ... (4 pages)View decision -
Decision Reference DRN1733215
26 Nov 2014 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank Plc (“the bank”) can’t trace a dormant account that he had held with it since 1974, and says that it has therefore been negligent either in losing trace of the account, or in allowing the funds to be withdrawn and the account closed by somebody other t... (2 pages)View decision -
Decision Reference DRN-4496783
5 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4496783 The complaint Miss S complains that Lloyds Bank PLC released her safe deposit box and the contents to her ex-husband without her consent. What happened In November 2022 Miss S started asking Lloyds about the return of her safe deposit box. She was initially told over the phone ... (3 pages)View decision -
Decision Reference DRN-3565145
27 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3565145 The complaint Mr D complains that HSBC UK Bank Plc (HSBC) didn’t do enough to protect him from losing money to an investment scam. What happened Mr D has explained that in 2018 he was persuaded by Golden Markets to pay a significant amount of money – over numerous payments – to... (7 pages)View decision
