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 DRN-2150689
24 Nov 2021 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-2150689 The complaint Mr Z complains that Bank of Ireland (UK) Plc trading as Post Office (PO) didn’t credit his account with cash deposits he made. What happened The detailed background to this complaint is known to both parties. So, I don’t intend to set it out in detail here. In sum... (7 pages)View decision -
Decision Reference DRN0621766
22 Aug 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMr Q complains that Bank of Ireland (UK) Plc will not return a deposit of £10,000 he paid into an account in 2004.backgroundBank of Ireland said that it did not hold this deposit in Mr Q’s name. It recognised that it had provided confusing information to him and o... (2 pages)View decision -
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 DRN9125770
10 Nov 2016 National Westminster Bank Plc UpheldBanking and creditMr K complains that National Westminster Bank Plc misled him about the terms of an ISA.background It is agreed that when discussing whether to switch his ISA account from a third party bank, Mr K was given incorrect advice by a Nat West employee in branch. It is ... (2 pages)View decision -
Decision Reference DRN1031192
8 Feb 2018 Barclays Bank Plc Not upheldBanking and creditThis complaint is referred here by Mrs J, a daughter of Mrs M and the executor of her estate. Mrs J complains that Barclays Bank Plc incorrectly allowed payments and withdrawals to be made from the late Mrs M’s account between January 2015 and July 2016.To resolve th... (6 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 DRN8845993
22 Apr 2013 Barclays Bank Plc UpheldBanking and creditMr E complains that Barclays Bank plc failed to close his account when he asked it to, leading to financial loss.backgroundMr E says he asked Barclays to close his current account. He returned his card to the bank and paid in enough money to bring the balance to zero after accounting f... (2 pages)View decision -
Decision Reference DRN-4432992
19 Apr 2024 Fortrade Limited UpheldInvestmentsDRN-4432992 The complaint Mr C complains that a failure of the payment processing systems operated by Fortrade Limited led to the forced closure of a number of open contracts for difference (CFDs) that he held. What happened Mr C holds an account with Fortrade that he uses for CFD trading ... (5 pages)View decision -
Decision Reference DRN-3347001
6 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3347001 The complaint Mr E complains that Tesco Personal Finance Plc (“Tesco”) have failed to refund money he paid to a fraudulent company using his credit card. What happened Mr E was contacted by a fraudulent merchant (“Wilkins Finance”) in June 2018 where he was encouraged to invest... (5 pages)View decision -
Decision Reference DRN-3064915
9 Feb 2022 Tesco Mobile Limited Not upheldConsumer CreditDRN-3064915 The complaint Mr K complains about finance agreements taken out in his name with Tesco Mobile Limited What happened In June 2019 two finance agreements were taken out with Tesco Mobile Limited for two handsets. In the course of these transactions a deposit was paid from an acco... (3 pages)View decision
