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 4014 results
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Decision Reference DRN8269813
24 Sep 2020 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs B complain about overdraft fees on their joint account with National Westminster Bank Plc.background Mrs B had a sole current account with NatWest. This later became a joint account when Mr B was added to the account. They have since split up, but as this complaint relates to a ... (4 pages)View decision -
Decision Reference DRN-4064112
23 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4064112 The complaint Mr J and Ms P complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost after falling victim to a scam. What happened In February 2022, Mr J and Ms P wanted to make changes to their kitchen and found a company online who I’ll refer to as T. In March... (3 pages)View decision -
Decision Reference DRN9778386
5 Dec 2014 HSBC Bank plc UpheldBanking and creditMr A complains that HSBC Bank Plc did not treat him fairly when it closed his student bankaccount and required him to repay his overdraft.backgroundThe adjudicator did not recommend that the complaint should be upheld. She said that:-The terms and conditions for the account were provid... (3 pages)View decision -
Decision Reference DRN-5485096
1 May 2025 Argentis Wealth Management Ltd UpheldPensions and AnnuitiesDRN-5485096 The complaint Mr C has complained that Argentis Wealth Management Ltd mis-managed the investment of his pension plan and provided him with poor service when his financial adviser retired. What happened I set out details of the background of this complaint in my Provisional ... (12 pages)View decision -
Decision Reference DRN-5866686
9 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5866686 The complaint Ms B complains that Revolut Ltd (‘Revolut’) declined to refund her £95,000 which she lost as a result of a scam. What happened I wrote to both parties outlining my provisional thoughts on the case in September 2025 in order to give them both the opportunity to ... (7 pages)View decision -
Decision Reference DRN4919461
16 Aug 2018 Santander UK Plc UpheldBanking and creditSome aspects of this decision have been redacted for security purposes. complaintMr B complains that Santander UK Plc won’t refund £12,310 of payments from his account that he says he didn’t authorise.backgroundMr B held a 1-2-3 current account with Santander. In Marc... (24 pages)View decision -
Decision Reference DRN-5637887
25 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637887 The complaint Mr A and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an... (12 pages)View decision -
Decision Reference DRN-4147497
23 Jun 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4147497 The complaint Mr S complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to him. Mr S is being represented by a third party but for ease of reference I have referred to Mr S throughout this decision. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-2605137
25 Feb 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2605137 The complaint Miss Z is unhappy with Nationwide Building Society’s response to her complaint after she fell victim to a scam. It declined to reimburse the money she lost after being tricked into sending £53,500 to an account controlled by a fraudster. What happened I issued my ... (20 pages)View decision -
Decision Reference DRN-2539649
13 May 2021 Atom Bank PLC Not upheldMortgagesDRN-2539649 The complaint Mr and Mrs D’s complaint is about a mortgage they held with Atom Bank PLC and their application for another one. They said: they are unhappy the application for a new mortgage, and porting of the product, to a new property was rejected; the early repayment char... (3 pages)View decision
