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 DRN-5757188
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5757188 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) 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 DRN0534022
10 Dec 2018 Ulster Bank Ltd Not upheldBanking and creditMiss A complains that in 2014 Ulster Bank Ltd reported a default to a credit reference agency in relation to her student account. backgroundIn 2010, Miss A opened a student account with Ulster Bank. She used the account until November 2012. The last credit to the ... (3 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-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 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 DRN9279140
14 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMr M complains about Bank of Scotland plc (“Bank of Scotland”) for its handling of a request to withdraw funds. He says that Bank of Scotland’s refusal to release funds on the agreed day caused him to lose two days’ pay and the opportunity of a good deal on a vehicle ... (3 pages)View decision -
Decision Reference DRN-4109132
22 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4109132 Complaint Mr G is unhappy that Barclays Bank UK PLC didn’t reimburse him after he fell victim to what he says was a scam. Background The background facts are well known to both parties, so I don’t intend to set them out in full here. In summary, Mr G signed a contract with a co... (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 DRN9918105
11 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMr G complains Bank of Scotland plc, (trading as Halifax), won’t refund £7,000 taken out of his new account. He never received the card or PIN used to withdraw all the money. backgroundMr G opened an account with Halifax on 4 April 2017. He deposited £7,000 into ... (2 pages)View decision
