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-2263278
4 Oct 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2263278 The complaint Ms J complains that National Westminster Bank PLC (NatWest) failed to credit her account after she deposited funds into it. She further complains that she was discriminated against and her account was closed, causing her overdraft to increase. What happened Ms J d... (4 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 DRN4557741
26 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr N, represented by Miss N, complains that Barclays Bank Plc (“the bank”) won’t refund him for fraudulent transactions made on his account.backgroundMr N complains that between November and December 2013 a number of disputed transactions were made from his account using ... (2 pages)View decision -
Decision Reference DRN-3505986
27 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3505986 Complaint Mr A is unhappy that TSB Bank plc has held him liable for a payment he says he didn’t authorise and that it later closed his account. Background Mr A had an account with TSB. In January 2022, a payment of £847 was made to a gambling website. Mr A said he didn’t make t... (2 pages)View decision -
Decision Reference DRN8377697
7 Mar 2018 Santander UK Plc Not upheldBanking and creditMs C complains that Santander UK Plc didn’t process two foreign cheques correctly and this has caused her a loss of over £500.backgroundMs C’s sisters gave her two cheques. They were from the same foreign bank and from the same local branch for the same amount of ... (2 pages)View decision -
Decision Reference DRN5586384
26 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMr G complains that National Westminster Bank plc didn’t explain to him that he wouldn’t have the same protection with a charge card that he had with a credit card.background Mr G has been a customer of NatWest for many years. In 2003, he upgraded his bank account and was given a charge ca... (3 pages)View decision -
Decision Reference DRN-4415598
8 Jan 2024 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-4415598 The complaint Mr B complains that Charter Court Financial Services Limited trading as Charter Savings Bank (Charter) made errors relating to a payment he tried to add into his Individual Savings Account (ISA). What happened Mr B says that on 9 March 2023 he arranged a payment f... (4 pages)View decision -
Decision Reference DRN-4119334
22 Sep 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4119334 The complaint Mrs C complains that Clydesdale Bank Plc trading as Virgin Money closed her Individual Savings Account (ISA) and they transferred the funds into a non-ISA account. What happened Mrs C opened a fixed rate cash ISA with Virgin Money in July 2022. She provided a copy... (3 pages)View decision -
Decision Reference DRN6924385
24 Feb 2018 Paragon Bank Plc Not upheldBanking and creditMr L complains that Paragon Bank Plc did not accept the counter cheque he sent to fund his account.backgroundMr L opened an account with Paragon online on 31 July 2017. He was told that he needed to fund the account within 14 days in order to get the interest rate t... (3 pages)View decision -
Decision Reference DRN-2778221
26 Apr 2021 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2778221 The complaint Mr D complains that Marks & Spencer Financial Services plc (M & S Bank) lost his personal data. What happened Mr D had a credit card account with M & S Bank. He raised a dispute about a purchase he’d made. He’d paid a deposit using his credit card, but... (4 pages)View decision
