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
-
Decision Reference DRN5281934
28 Feb 2014 Tesco Personal Finance PLC UpheldBanking and creditMr N complains that Tesco Personal Finance PLC declined his request for the refund of a credit card payment, under section 75 of the Consumer Credit Act 1974 (“section 75). backgroundMr N purchased a holiday club membership in 2004 for £5,100.96. He paid £2,200.96 on his Tesco credit c... (2 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 DRN0599235
29 May 2015 HSBC Bank plc Not upheldBanking and creditMr O complains that HSBC Bank Plc won’t refund a number of transactions made from his current account in September 2014 which he says weren’t carried out or authorised by him.backgroundIn August 2014, Mr O asked HSBC for a new card on his account. But he kept the... (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 DRN-5154115
30 May 2025 Tesco Personal Finance Limited UpheldConsumer CreditDRN-5154115 The complaint Miss S is unhappy Tesco Personal Finance Limited trading as Tesco Bank is unfairly holding her responsible for a £25,000 loan she says she didn’t apply for. What happened In November 2023, Tesco Bank received an application for a loan using Miss S’ personal det... (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-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 DRN5323722
21 Jul 2020 ReAssure Limited UpheldInvestment and pensionsMr D complains that ReAssure Limited (ReAssure) didn’t action his request to encash a policy held within his self-invested personal pension (SIPP) by the date it said it would. The proceeds from the sale of the policy were required to complete on the purchase of a property and because of t... (5 pages)View decision -
Decision Reference DRN0886476
6 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc wants him to repay money he thinks he shouldn’t owe to the bank, because he’s been a victim of fraud.backgroundMr A contacted National Westminster to query some unusual activity on his account. He says he received online banking informati... (1 page)View decision -
Decision Reference DRN3597649
30 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank Plc has refused to refund a disputed transaction on his bank account. Mr C says he did not make the payment and wants Barclays to refund the money.backgroundDates, times and addresses are central to this complaint.Mr C says that at the end of Novem... (3 pages)View decision
