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 DRN2818767
20 Mar 2019 Santander UK Plc Not upheldBanking and creditMr K complains about Santander UK Plc (“Santander”) for withdrawing his overdraft and registering a default against him. He wants Santander to remove the default from his credit file and to agree a repayment plan. backgroundMr K began his university studies in 2012. H... (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-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 -
Decision Reference DRN9835145
14 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMrs M complains that National Westminster Bank Plc (NatWest) gave a third party information about a bond she held without her consent.backgroundMrs M held a fixed rate bond (FRB) with NatWest since 2012. In 2016 NatWest received a court order asking it to provide inf... (2 pages)View decision -
Decision Reference DRN-4717022
17 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4717022 The complaint Mr D is unhappy that HSBC UK Bank Plc can’t provide him with a copy of a cheque he deposited into his account. What happened Mr D deposited a cheque for £1,000 from a third-party bank (“Bank X”) into his HSBC account. Some time later, Mr D asked HSBC to provide a ... (2 pages)View decision -
Decision Reference DRN-2186857
25 Oct 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2186857 The complaint Miss S’ complaint is about Metro Bank PLC not allowing her family members to pay cash into her bank account and that not responding to her complaint. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focu... (2 pages)View decision -
Decision Reference DRN-4151995
24 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4151995 The complaint Mr D, a sole trader trading as D, complains that National Westminster Bank Plc trading as Ulster Bank (Ulster Bank) has failed to credit several cheques that he lodged with a third party, I will refer to as P. Mr D wants Ulster Bank to credit his account with the ... (2 pages)View decision -
Decision Reference DRN-4727248
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4727248 The complaint Mr B complains that Barclays Bank UK PLC won’t refund money he lost when he was the victim of a job scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (6 pages)View decision -
Decision Reference DRN-3989592
6 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3989592 The complaint Mr W says HSBC UK Bank Plc gave him incorrect information about the fees and clearing time for international cheques. What happened Mr W opened an HSBC currency account in May 2022. He then made a number of calls through May and at the start of June checking the a... (2 pages)View decision
