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 DRN-2064112
30 Nov 2020 Clydesdale Bank Plc Not upheldMortgagesDRN-2064112 The complaint This complaint is about a buy-to-let (“BTL”) mortgage Miss L had with Clydesdale Bank Plc. The main issues Miss L has raised are, in summary: 1. She was expected to meet the bank’s lending criteria initially, and was later asked to increase her deposit prior to se... (6 pages)View decision -
Decision Reference DRN9352938
27 Aug 2013 National Westminster Bank Plc UpheldBanking and creditThe trust complains that National Westminster Bank Plc made a mistake when transferring money abroad for it, but has not provided adequate compensation for the losses incurred as a result.backgroundNatWest accepts that it made an error which resulted in a delay in the transfer. The ... (2 pages)View decision -
Decision Reference DRN6807492
5 Sep 2019 HSBC UK Bank Plc Not upheldBanking and creditC, a limited company, complains that HSBC UK Bank Plc gave it misleading information about the time it would take to return a payment. C is represented by its director, who I’ll call Mr V. Mr V says C has financial losses and its reputation has been damaged. He asks that HSBC pays compensa... (3 pages)View decision -
Decision Reference DRN9104666
6 May 2015 Plutusfx Ltd UpheldBanking and creditMr I has complained that an agent of Plutus FX Ltd has not refunded money that he gave them to make a number of transactions in 2013, which were never carried out.backgroundMr I held an account with an agent of Plutus FX called SC, and regularly put money in their... (5 pages)View decision -
Decision Reference DRN-3448438
25 Jul 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3448438 The complaint Mr L complains that Starling Bank Limited has unfairly dismissed his disputed transactions claim and has closed his account in the process. What happened Mr L has said his laptop was stolen on 16 April 2021, which he reported to the police in Ukraine where the the... (4 pages)View decision -
Decision Reference DRN7850246
25 Apr 2017 HSBC Bank plc Not upheldBanking and creditMrs T complains that HSBC Bank plc (“HSBC”) have acted fraudulently in relation to her account, and in relation to loans they say she took out. backgroundMrs T thinks HSBC have stolen money she paid into her account to repay a loan taken out with them in January ... (3 pages)View decision -
Decision Reference DRN4317312
21 Aug 2017 Bank of Scotland Plc UpheldBanking and creditMr H and Mr O complain that Bank of Scotland plc (trading as Halifax) will not refund money that they did not withdraw from their joint account.backgroundMr H and Mr O had a current account which they had not used since 2011. In October 2016 a deposit of £5,000 was m... (3 pages)View decision -
Decision Reference DRN6629982
24 May 2013 The Prudential Assurance Company Limited UpheldInvestment and pensionsMrs N complained to The Prudential Assurance Company Limited that advice she received to invest £30.00 per month in the With Profits fund of an endowment savings policy over 10 years was unsuitable for her. She is represented in her complaint by a third party adviser.The business uphel... (4 pages)View decision -
Decision Reference DRN-5128099
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5128099 The complaint Mr S and Miss H are seeking to recover £6,846 from The Royal Bank of Scotland Plc (RBS), a payment they made from their bank account for bifolding doors, and they now believe was a scam. What happened I’m not going to cover all the points raised in detail. The... (4 pages)View decision -
Decision Reference DRN-3773353
21 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3773353 The complaint Mr C has complained Santander UK plc allowed a third party to withdraw £70,000 from his bank account without checking with him. What happened Mr C held a joint account with a third party (who I’ll call Mr E). This account had been deactivated since April 2019. In ... (2 pages)View decision
