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 DRN1030284
31 Jul 2013 Santander UK Plc UpheldBanking and creditMr B complains that Santander UK plc has given him conflicting information and has not done enough to help him get back money that he paid by mistake to one of its customers.backgroundI set out the background to this complaint in my provisional decision. I also explained why I propose... (2 pages)View decision -
Decision Reference DRN8726516
30 Jan 2014 National Westminster Bank Plc Not upheldInvestment and pensionsMrs E has complained that advice she received from National Westminster Bank Plc (“the business”) from January 2008 to invest in the with-profit fund of an Investment Bond (“bond”) and in a ‘balanced’ risk-rated fund of an Individual Savings Account (“ISA”) was unsuitable. She is repres... (5 pages)View decision -
Decision Reference DRN-5680940
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5680940 The complaint Mr H has complained about the way Santander UK Plc handled a branch transaction. What happened To summarise: in summer 2024, Mr H went into a Santander branch with his wife to pay his credit card bill. A £2,000 cash withdrawal was debited from Mr H’s Santander ... (5 pages)View decision -
Decision Reference DRN-3694710
15 Sep 2022 Tickmill UK LTD UpheldInvestmentsDRN-3694710 The complaint Mr O complains to Tickmill UK Ltd about delays incurred when attempting to add funds to his trading account. As a result of the delays, several of his positions were closed, crystallising losses which he says he would otherwise have been financially able to withst... (14 pages)View decision -
Decision Reference DRN-2694479
13 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2694479 The complaint Mrs B believes that only some of the money she brought to a Barclays Bank UK PLC (Barclays) branch was deposited into her account. She believes the rest was stolen. What happened On 5 October 2020, Mrs B visited a Barclays branch and used an automatic teller machi... (3 pages)View decision -
Decision Reference DRN6514884
13 Mar 2018 Clydesdale Financial Services Limited Not upheldBanking and creditMr K’s complaint is about the quality of the work when new windows were installed to his property. Finance for the windows was arranged through Clydesdale Financial Services Limited.backgroundOn 2 October 2016, Mr K signed a finance agreement with Clydesdale for a loan... (5 pages)View decision -
Decision Reference DRN5370975
22 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditMrs M complains that Lloyds Bank PLC won’t refund cash withdrawals that she says that she didn’t make from her account.backgroundMrs M went to a branch of Lloyds on 6 November 2017 to deposit £2,000 in cash. Her account hadn’t been used for a number of months. She also ordered a new debit ... (3 pages)View decision -
Decision Reference DRN-4184003
12 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4184003 The complaint Miss D complains that Barclays Bank UK PLC (“Barclays”) won’t reimburse money she lost to two investment scams. Miss D is being represented by solicitors in her complaint. What happened Miss D was looking online for investment trading opportunities. In April 2021,... (5 pages)View decision -
Decision Reference DRN6914707
7 Apr 2020 Nationwide Building Society Not upheldBanking and creditMrs D complains that Nationwide Building Society refused to raise a chargeback claim in relation to her cancelled package holiday, failed to cancel a payment as instructed, and failed to reply to her correspondence.backgroundIn January 2018 Mrs D booked a package holiday with a third party... (2 pages)View decision -
Decision Reference DRN4018159
8 Jun 2021 Lloyds Bank PLC UpheldBanking and creditMr F complains that Lloyds Bank PLC will not refund money he lost, after he fell victim to a scam. background I issued a provisional decision in February 2021. For ease, I provide a copy of the background as set out in my provisional decision below: At the outset I think it important to re... (9 pages)View decision
