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 DRN3761382
2 Oct 2013 HSBC Bank plc Not upheldBanking and creditMr J is concerned that HSBC Bank Plc will not pay him the amount of money shown in an old passbook because it says the bulk of the money has already been withdrawn. backgroundMr J came across an old passbook relating to a Midland Bank deposit account he had in 1967. This shows a balan... (2 pages)View decision -
Decision Reference DRN3990561
1 Jun 2017 Clydesdale Bank Plc Not upheldBanking and creditT, a limited company, complains that Clydesdale Bank Plc (trading as “Yorkshire Bank”) mis- sold it a bridging loan in 2007, and failed to have regard to its sole director’s ill health when it fell into financial difficulties in 2009.backgroundT’s complaint is brou... (5 pages)View decision -
Decision Reference DRN-5004210
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004210 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. Mr M is represented in this complaint by a claims management company, but for simplicity I will refer to Mr M throughout this decision, even when referencing what... (3 pages)View decision -
Decision Reference DRN5391622
25 Oct 2018 Bank of Scotland Plc Not upheldBanking and creditMr I complains that Bank of Scotland plc (trading as ‘Halifax’) charged a service fee for managing his overdraft.backgroundMr I opened a current account in 2014. It went overdrawn immediately.He was allowed a planned overdraft up to £250. Anything above £250 was unplanned... (10 pages)View decision -
Decision Reference DRN-5277280
25 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5277280 The complaint Mr Z, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’) irresponsibly granted him three hire purchase agreements he couldn’t afford to repay. What happened In May 2014, Mr Z acquired a used car financed by way of a hire pu... (5 pages)View decision -
Decision Reference DRN6531370
28 Oct 2015 Clydesdale Financial Services Limited Not upheldBanking and creditMr C complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) pursued him for a loan which wasn’t his.background In December 2010 Mr C applied to Barclays for a loan of nearly £6,000. He says that after applying, he realised he was not ... (2 pages)View decision -
Decision Reference DRN2027563
7 Mar 2018 Lloyds Bank PLC UpheldBanking and creditMr B complains that Lloyds Bank Plc lent him money he couldn’t pay back.backgroundMr B told us that he was trying to buy a home, and asked Lloyds for a mortgage. His mortgage application was successful, and he had saved a deposit, but he hadn’t accounted for all the... (3 pages)View decision -
Decision Reference DRN-2129749
25 Mar 2021 Barclays Bank UK PLC Not upheldInvestmentsDRN-2129749 The complaint Mrs C complains about advice given by Barclays Bank UK Plc (“Barclays”) to invest £20,000. What happened In 2005, Barclays advised Mrs C to invest £20,000 into a third-party bond guaranteed fund, leaving £16,200 on deposit. Those acting on Mrs C’s behalf say she w... (2 pages)View decision -
Decision Reference DRN-4981708
22 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4981708 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr M is being represented by solicitors in this complaint. What happened The complaint concerns three transactions totalling approximately £25,... (4 pages)View decision -
Decision Reference DRN-5745249
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5745249 The complaint Mrs D complains that HSBC UK Plc won’t refund money she lost when she was the victim of a job scam. Mrs D is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (5 pages)View decision
