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-4995350
22 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4995350 The complaint Mr A complains that National Westminster Bank Plc (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-2836073
8 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2836073 The complaint Mr M is unhappy with how Santander UK Plc (“Santander”) have handled his complaint about being the victim of fraud. What happened Mr M says that he was subject to blackmail and threats between late 2018 and June 2019, and due to this gave his account details and c... (6 pages)View decision -
Decision Reference DRN7067755
8 Dec 2016 Bank of Scotland Plc UpheldBanking and creditMiss K complains that Bank of Scotland plc (trading as Halifax) will not refund payments she says she did not make from her account.backgroundMiss K opened a current account online on 23 March 2016. She paid in £3,520. But she says she never received her bank car... (2 pages)View decision -
Decision Reference DRN7685633
19 Oct 2015 Ulster Bank Ltd Not upheldInvestment and pensionsMr and Mrs O have complained that they were mis-sold investment bonds by Ulster Bank Ltd. They feel that their attitude to risk was not taken into account, Mr O’s poor health was not considered and they were not told the capital was at risk.backgroundMr and Mrs ... (2 pages)View decision -
Decision Reference DRN-3764216
26 Oct 2022 Ulster Bank Ltd UpheldBanking and PaymentsDRN-3764216 The complaint Mr M complains that Ulster Bank Ltd won’t refund money he lost as a result of a scam. What happened On 4 October 2022 I issued my provisional decision on this complaint. I gave both parties an opportunity to respond with further information before I issued my fina... (9 pages)View decision -
Decision Reference DRN5697338
10 Dec 2013 National Westminster Bank Plc UpheldBanking and creditMr E complains that National Westminster Bank plc wrongly debited and closed his current account, causing him loss, distress and inconvenience. He believes the bank’s actions have meant he’s been unable to open an account elsewhere. He wants National Westminster to restore his accoun... (2 pages)View decision -
Decision Reference DRN2371566
12 Mar 2019 Bank of Scotland Plc Not upheldBanking and creditMs S complains about how Bank of Scotland plc (BoS) dealt with her chargeback.backgroundMs S bought a car from a company I will call “C” in 2017. She paid a deposit of £250 on 27 November 2017 and the balance with another debit card. Ms S says the car was faulty a... (2 pages)View decision -
Decision Reference DRN-3117530
21 Oct 2021 HSBC UK Bank Plc UpheldMortgagesDRN-3117530 The complaint Mr F complains that HSBC UK Bank Plc unfairly applied an ERC when he sold his home – and the way it dealt with a subsequent application to transfer – or port – his mortgage to a new property. Mr F considers the original product was mis-sold as HSBC knew he was pla... (4 pages)View decision -
Decision Reference DRN-5117641
21 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5117641 The complaint Ms G complains that Volkswagen Financial Services (UK) Limited (VFS) didn’t sufficiently check before they agreed to lend to her. In bringing her complaint Ms G is represented by a third party. For ease of reading I will only refer to Ms G in my decision. What ... (3 pages)View decision -
Decision Reference DRN-3353999
7 Mar 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3353999 The complaint Mr B complains that Bank of Scotland plc trading as Halifax made his account dormant shortly after reactivating his account despite him providing identification. What happened Mr B has an account with Halifax which he has held for a number of years, however, due t... (3 pages)View decision
