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 4037 results
-
Decision Reference DRN4494421
2 Oct 2015 Lloyds Bank PLC Not upheldInvestment and pensionsMr and Mrs T’s complain about the cost and quality of investment advice they received from Lloyds Bank PLC in 2014. They say the advisor misled them into believing they were getting impartial advice when they were merely recommended his company’s own products.backgroundM... (2 pages)View decision -
Decision Reference DRN-4941549
2 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4941549 The complaint Mr J is unhappy that Wise Payments Limited haven’t refunded money he lost as a result of a scam. Mr J is being represented by a claims management company but for ease of reference I’ll only refer to Mr J here. What happened The detailed background to this com... (3 pages)View decision -
Decision Reference DRN4841004
25 Feb 2014 Santander UK Plc Not upheldBanking and creditMr L complains that Santander UK Plc wrongly holds him liable for a debt that was created on his account by a fraudster, who used the account without his knowledge or authority.backgroundMr L held an account with Santander. In 2010 he moved away and forgot to tell Santander his new a... (3 pages)View decision -
Decision Reference DRN-5403917
2 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5403917 The complaint Miss M complains that Bank of Scotland plc (‘Bank of Scotland’) hasn’t refunded the money she lost to an authorised push payment (‘APP’) visa application scam. Miss M referred her complaint to this service with the help of a professional representative. Howeve... (3 pages)View decision -
Decision Reference DRN5429591
11 Mar 2019 Mi Vehicle Finance Limited UpheldBanking and creditMrs M complains that Mi Vehicle Finance Limited have refused to let her reject a car.backgroundIn May 2017 Mrs M bought a second hand car with some 14,000 miles on the clock, although the sales and finance agreement says it had done only 8,000 miles. She funded ... (4 pages)View decision -
Decision Reference DRN-4147895
13 Oct 2023 Nationwide Building Society Not upheldInvestmentsDRN-4147895 The complaint Mr A and the estate of Mrs A complain that they received unsuitable financial advice from Nationwide Building Society. In particular they say their attitude to investment risk was not properly assessed and they did not fully understand the risks involved in the pr... (4 pages)View decision -
Decision Reference DRN6039603
9 May 2018 Ulster Bank Ltd Not upheldBanking and creditMrs K complains about how long it took Ulster Bank Ltd to transfer her savings in advance of her buying her property. background Mrs K opened her account with Ulster Bank in June 2017. At the time, a card reader was supposed to be sent to her but this didn’t happen... (2 pages)View decision -
Decision Reference DRN1659040
18 Jun 2014 HSBC Bank plc Not upheldBanking and creditMr L complains on behalf of D that HSBC Bank Plc did not honour an agreement he reached with it. Mr L says that HSBC promised to pay a direct debit to K if Mr L paid £3,000 in to D’s business current account. Mr L also complains that the bank spoke to his wife without permission and r... (2 pages)View decision -
Decision Reference DRN9769401
14 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr S has complained about the offer Lloyds Bank Plc (Lloyds) has made in relation to his packaged bank account mis-selling complaint. backgroundMr S originally complained that Lloyds mis-sold him three packaged bank accounts. Mr S was sold a Gold account at some point ... (4 pages)View decision -
Decision Reference DRN7184114
7 Feb 2014 Barclays Bank Plc UpheldBanking and creditMr B complains that Barclays Bank Plc did not act upon his instructions and mark his joint account as ‘in dispute’. As a result, a third party on the account withdrew money from it. He also complains that the bank withdrew his internet banking facility. our initial conclusionsThe ... (2 pages)View decision
