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-3026019
26 Apr 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3026019 The complaint Mr A complains that Clydesdale Bank Plc (trading as Yorkshire Bank) unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (“CCA”) relating to a holiday product he purchased in 2016. What happened In 2016, a Spanish company (“Company A”) sold... (6 pages)View decision -
Decision Reference DRN-4248191
26 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4248191 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her when she was the victim of a crypto investment scam. Mrs C is being supported by a representative, but for ease, I’ll refer to Mrs C throughout this decision. What happened The background to thi... (5 pages)View decision -
Decision Reference DRN-3035146
7 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3035146 The complaint Mr P complains that HSBC UK Bank Plc won’t refund him for transactions on his account which he didn’t authorise. HSBC registered his details with CIFAS the UK’s fraud alert service. He wants the funds refunded and the CIFAS marker removed. His complaint is brought... (6 pages)View decision -
Decision Reference DRN9760988
16 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr W complains about the service he received from Lloyds Bank PLC (“Lloyds”) when trying to use his debit card.backgroundOn 12 August 2017, whilst on holiday overseas, Mr W found he was unable to use the debit card on his Lloyds account to deposit money for an onlin... (2 pages)View decision -
Decision Reference DRN-3977464
8 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3977464 The complaint Miss R complains that Santander UK Plc unfairly recorded a default on her credit file after it closed her account. What happened Miss R had a student current account with Santander. The terms of the account required Miss R to use it as her primary bank account and... (3 pages)View decision -
Decision Reference DRN0283742
29 Mar 2019 Strathearn Insurance Services Limited UpheldInsurance (excluding PPI)Mr R complains on behalf of P, a limited company, about a ‘key facts’ document produced by Strathearn Insurance Services Limited (SISL) in relation to a property deposit bond.In summary, Mr R says that SISL failed to disclose material information and provide appropriate... (15 pages)View decision -
Decision Reference DRN7755640
3 Jan 2018 Aviva Life Services UK Limited Not upheldInvestment and pensionsMrs W complains Aviva Life Services UK Limited wrongly advised her to put too much of her money in an unsuitable product. Instead it should’ve advised her to pay down her debts and then invest a smaller amount in a more suitable product.background The background an... (4 pages)View decision -
Decision Reference DRN-3728365
12 Dec 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3728365 The complaint Miss L complains HSBC UK Bank Plc didn’t do enough to prevent her becoming the victim of an investment scam or help her when she reported the investment scam. What happened Miss L has a current account with HSBC with a debit card and has been a customer since she ... (3 pages)View decision -
Decision Reference DRN0479627
13 Aug 2019 HSBC UK Bank Plc UpheldBanking and creditMr L complains that when HSBC UK Bank Plc transferred USD 99,000 to a third party it exchanged the money into sterling without his authorisation, resulting in a loss of over USD 3,300.backgroundOn 15 June 2018 Mr L called HSBC to make a USD 99,000 transfer to another bank, R. He said he wa... (3 pages)View decision -
Decision Reference DRN4239230
25 Jan 2016 Credit Suisse International UpheldBanking and creditMr D, as administrator of the estate of his late father, has brought this complaint. In summary, he says that on closure of his father’s ISA account, Credit Suisse International has not paid the interest it should have paid and has deducted income tax which it shou... (5 pages)View decision
