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-5194005
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5194005 The complaint Mr S complains that Lloyds Bank Plc (Lloyds) won’t refund him the money he lost in a work tasks scam. Mr S is being represented by a third-party, but for ease of reference I’ll refer to Mr S only. What happened Mr S was contacted about a job through a popular ... (4 pages)View decision -
Decision Reference DRN7669771
19 Aug 2019 Bank of Scotland Plc Not upheldBanking and creditMr B complains that when he uses his credit card to rent a car while abroad he’s charged in Euros and has to pay a poor exchange rate when it’s converted to Sterling by Bank of Scotland plc (Halifax). backgroundMr B says that when he rents a car whilst abroad the merchant debits his credit... (2 pages)View decision -
Decision Reference DRN0316895
7 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank plc will not refund disputed transactions made on his bank account.backgroundMr A reported unrecognised cash machine, counter withdrawal and point of sale transactions on his account. The transactions had been made using a ... (2 pages)View decision -
Decision Reference DRN-4597342
16 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597342 The complaint Mrs L complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs L says: Mrs L is represented by a third-party firm of solicitors. She says she was in a low paid job and her hours had been cut – so she was struggling. In De... (6 pages)View decision -
Decision Reference DRN1105678
29 Sep 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr A is unhappy that Bank of Scotland plc (BoS) incorrectly reported information which impacted his credit score and loaded a Cifas marker against him.BackgroundIn March 2014 Mr A received a cheque into his BoS account. Shortly after the deposit of the cheque, a payment and a cash... (3 pages)View decision -
Decision Reference DRN4972007
29 Aug 2019 Bank of Scotland Plc UpheldBanking and creditMiss D complains that Bank of Scotland plc unfairly recorded a default on her credit file, which adversely affected her ability to secure a mortgage.backgroundIn November 2013 Miss D rang Bank of Scotland (trading as Halifax) to arrange a temporary hold on her credit card repayments as she... (4 pages)View decision -
Decision Reference DRN5116810
21 Aug 2018 Bank of Scotland Plc Not upheldInvestment and pensionsMr J has complained about advice he received from Bank of Scotland plc (trading as Halifax) to invest in a Guaranteed Investment Plan (GIP). He’s represented by a third party. backgroundMr J met with a Halifax advisor in 2009 having received money from the estate of... (2 pages)View decision -
Decision Reference DRN-3756905
28 Oct 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3756905 The complaint Miss B complains that Bank of Scotland plc trading as Halifax unfairly recorded adverse information against her account in relation to an overdraft. What happened Miss B held a bank account with Halifax. Her wages were paid into this account, and she used it to m... (3 pages)View decision -
Decision Reference DRN-3792359
7 Nov 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3792359 The complaint Mr L, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2018, Mr L acquired a used car financed by a conditional sa... (2 pages)View decision -
Decision Reference DRN-2122425
27 Sep 2020 Lloyds Bank PLC Not upheldInvestmentsDRN-2122425The complaintMr L complains that investment advice he received from Lloyds Bank PLC in 1997 was unsuitable. Mr L is represented in this matter by a third party. What happenedIn 1997 Lloyds advised Mr L to invest a total of £20,000. The money was split between two products, £6,00... (3 pages)View decision
