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 3981 results
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Decision Reference DRN0995386
8 Nov 2013 HSBC Bank plc Not upheldBanking and creditMiss N complains that HSBC Bank plc failed to credit her account with money that she paid in. She considers that the bank should compensate her for the missing money.backgroundIn July 2012 Miss N visited the bank to pay some money into her account. She paid in a cheque, which was duly cr... (2 pages)View decision -
Decision Reference DRN-5544671
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5544671 The complaint Miss A is unhappy with how Bank of Scotland plc, trading as Halifax have engaged with her about an outstanding overdraft balance. What happened Miss A opened a student account with Halifax in 2013 with an arranged overdraft limit of £1,000. Miss A last used th... (4 pages)View decision -
Decision Reference DRN-4008038
10 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4008038 The complaint Mr T complains HSBC UK Bank Plc (“HSBC”) closed his Basic bank account and did so without any notice. Mr T also complains HSBC sent him a cheque when it knew he wouldn’t be able to physically cash it - nor has he been able to. Mr T adds that a payment from a law f... (5 pages)View decision -
Decision Reference DRN-1774751
3 Dec 2020 Bank of Ireland (UK) Plc Not upheldInvestmentsDRN-1774751 The complaint Mr M complains about the administration of an online bond by Bank of Ireland (UK) Plc trading as Post Office Financial Services (Post Office Financial Services). He complains about the document validation scheme when he opened the bond. Mr M also complains he was ... (5 pages)View decision -
Decision Reference DRN-4625648
7 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4625648 The complaint Mrs J complains that Santander UK Plc won’t refund all the money she lost after she fell victim to a scam. What happened Mrs J was planning a trip abroad and found a travel agent who could organise it for her. The agent was arranging flights, accommodation, transf... (4 pages)View decision -
Decision Reference DRN-3414870
11 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3414870 The complaint Ms H complains that HSBC UK Bank Plc (“HSBC”) didn’t help recover the money she lost to an investment scam. What happened In November 2017, Ms H came across Greenfields Capital on the internet when she was looking to invest money. She registered her interest and ... (6 pages)View decision -
Decision Reference DRN-3958447
13 Apr 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-3958447 The complaint Mr W, who is represented by a third party, complains that Specialist Motor Finance Limited irresponsibly granted them a hire purchase he couldn’t afford to repay. What happened In February 2020, Mr W acquired a used car financed by a hire purchase from Specialist ... (2 pages)View decision -
Decision Reference DRN-4647104
4 Apr 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4647104 The complaint Mr L complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) acted irresponsibly by entering into a hire purchase agreement that he said he couldn’t afford to repay. Mr L in bringing his complaint is represented by a third party. For e... (3 pages)View decision -
Decision Reference DRN1571812
23 Nov 2015 Barclays Bank Plc UpheldBanking and creditMrs N complains that Barclays Bank PLC lost her cheque and hasn’t compensated her adequately for all the upset and trouble she experienced as a result. backgroundIn October 2014 Mrs N wrote a Barclays’ cheque to deposit a five figure sum in a savings account she held ... (2 pages)View decision -
Decision Reference DRN-3520900
22 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520900 The complaint Miss J complains that Monzo Bank Ltd (Monzo) won’t reimburse money she lost when she fell victim to an investment scam. What happened Miss J was looking to learn to trade and – in September 2020 – came across a company called 365CapitalMarkets. She phoned the comp... (5 pages)View decision
