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 3962 results
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Decision Reference DRN8438172
3 Jul 2017 HSBC Bank plc Not upheldBanking and creditMiss C’s complained HSBC Bank Plc should’ve done more to protect her from a fraud.background Miss C and Mr S were buying a house.They received an invoice, purporting to come from their solicitors, for legal fees and thedeposit. The invoice included the sort code and... (3 pages)View decision -
Decision Reference DRN-4272035
31 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4272035 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money provided him with poor customer service regarding his Individual Savings Account (ISA). What happened Mr R says he opened a one year fixed rate ISA with Virgin Money with an initial deposit of £5,000 ... (3 pages)View decision -
Decision Reference DRN-2982951
21 Sep 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2982951 The complaint Mr M complains that Vanquis Bank Limited allowed a transaction to be paid from his credit card after his card had expired. What happened Mr M booked a holiday with a third party company. The total cost for this was £675. Mr M paid a part deposit of £30 in March 20... (3 pages)View decision -
Decision Reference DRN-4654292
6 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654292 The complaint Mr O complains that Monzo Bank Ltd have recorded a marker against him with the fraud prevention agency CIFAS. He’d like the entry removed. What happened For this complaint Mr O has appointed representatives, but for ease of reading I’ll only refer to Mr O througho... (3 pages)View decision -
Decision Reference DRN3951107
19 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank plc hasn’t assisted him in recovering money he paid to a third party using his debit card. He is in dispute with the third party over the goods.backgroundMr W bought a car from A, a third party trader. He paid a deposit of £400 with his debit card. Mr W... (2 pages)View decision -
Decision Reference DRN-1781767
30 Jun 2020 N26 Bank GmbH UpheldBanking and PaymentsDRN-1781767The complaintMr B complains that N26 Bank GmbH (N26) blocked and closed his account, without giving him notice and only returned part of the money he had in his account. backgroundOn 17 September 2019, N26 blocked and closed Mr B’s account, without telling him why and without gi... (2 pages)View decision -
Decision Reference DRN-2393358
16 Dec 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2393358 The complaint Miss T has complained that Lloyds Bank PLC returned a cheque unpaid which she had deposited into her account What happened The details of the complaint are well-known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-3648898
1 Sep 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3648898 The complaint F, a club, complains that Lloyds Bank PLC didn’t credit money to its account. What happened The official of F, who represents it in this complaint says that he drove to a Lloyds branch and his wife put two envelopes into a slot outside on 21 June 2021. One contain... (3 pages)View decision -
Decision Reference DRN5694995
24 Oct 2019 TSB Bank plc UpheldBanking and creditComplaintMr J complains that TSB Bank plc declined his chargeback claim for a refund of a deposit he says was paid when renting a property. BackgroundMr J booked a holiday rental online via a third party and paid using his credit card. During the booking process, Mr J says he was led to be... (2 pages)View decision -
Decision Reference DRN-3946847
14 Apr 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3946847 The complaint Mr O complains that Lloyds Bank PLC acted unfairly when it repeatedly declined one of his payments leading to him making a trading loss. His complaint is a joint one with Miss E. What happened Mr O has a trading account with a business who I’ll refer to as “B” thr... (2 pages)View decision
