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
-
Decision Reference DRN-2783141
3 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2783141 The complaint Mr A is unhappy HSBC UK Bank Plc has recorded a Cifas marker against his name. He disputes the transactions that took place on his account. What happened A cheque dated 26 April 2017 for the sum of £9,029.09 was credited into Mr A’s account on 28 April 2017. Follo... (3 pages)View decision -
Decision Reference DRN7486394
7 Mar 2014 Weatherseal Home Improvements Limited UpheldBanking and creditMrs Y’s representative complains that an agent of Weatherseal Home Improvements Limited persuaded her to take out a loan agreement to pay for a new door.background A Weatherseal salesman visited Mr and Mrs Y’s home in January 2012. Following that visit, Mr and Mrs Y bought a new door, fi... (3 pages)View decision -
Decision Reference DRN-4760817
24 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4760817 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 30 November 2023 covered the details of Mr A’s testimony. But briefly Mr A says he was c... (6 pages)View decision -
Decision Reference DRN2027551
13 Dec 2017 Nationwide Building Society Not upheldBanking and creditMr and Mrs D complain that Nationwide Building Society wrongly allowed a cheque payable to them to be paid into one of its accounts, leading to a substantial loss.background I recently issued my provisional conclusions setting out the events leading up to this compla... (4 pages)View decision -
Decision Reference DRN-5853163
4 Nov 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5853163 The complaint Mr B complains about a car supplied to him using a hire purchase agreement taken out with Lloyds Bank PLC (“Lloyds”). What happened In August 2023, Mr B acquired a used car using a hire purchase agreement with Lloyds. The car was over eight years old, the cash... (4 pages)View decision -
Decision Reference DRN5634587
7 Oct 2013 National Westminster Bank Plc Not upheldBanking and creditMiss T complains that National Westminster Bank Plc has made her liable for a number of transactions she says she did not carry out or authorise. She also complains that her salary was credited to her account late because of systems problems it was having.backgroundMiss T had two a... (2 pages)View decision -
Decision Reference DRN4954873
24 Feb 2018 Secure Trust Bank Plc UpheldBanking and creditMr C and Miss E complain about problems with a car purchased with finance from Secure Trust Bank Plc.backgroundMiss E purchased a car in September 2016 and entered into a finance agreement with Secure Trust Bank Plc.Miss E experienced a problem with a loss of power ... (3 pages)View decision -
Decision Reference DRN-4514900
18 Dec 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4514900 The complaint Mrs C is unhappy that Santander UK Plc won’t reimburse her for money she lost as a result of a scam. What happened On 13 November 2023, I issued my provisional decision on this complaint. I wanted to give both parties a chance to respond before I issued my final d... (14 pages)View decision -
Decision Reference DRN-5723465
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723465 The complaint Mr L complains that HSBC UK Bank Plc won’t refund him money he lost in an investment scam. Mr L is being represented by a professional representative, but for ease of reading I’ve just referred to Mr L throughout. What happened The circumstances surrounding thi... (3 pages)View decision -
Decision Reference DRN-4420563
30 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4420563 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund all the money she lost after she fell victim to a purchase scam. What happened The circumstances which led to this complaint are well-known to both parties, so I won’t repeat the... (5 pages)View decision
