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-2541566
24 Feb 2021 FCE Bank Plc UpheldConsumer CreditDRN-2541566 The complaint Mr C complains about the quality of a car he has been financing through an agreement with FCE Bank Plc (“FCE”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons f... (3 pages)View decision -
Decision Reference DRN-4624275
21 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4624275 The complaint Mr V complains that Barclays Bank UK PLC has declined to refund disputed transactions that were made from his account, and for the way it handled his fraud claim. What happened In March 2023, Mr V says his car was broken into, and personal information belonging... (3 pages)View decision -
Decision Reference DRN-4432539
16 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4432539 The complaint Mrs C has complained Bank of Scotland plc, trading as Halifax, allowed the contents of her savings account to be completely withdrawn over a short period of time without any intervention. What happened Mrs C is over 90 years old. One of her three daughters has bee... (3 pages)View decision -
Decision Reference DRN-4056488
27 Jun 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4056488 The complaint Miss L complains that Bank of Scotland Plc trading as Halifax did not do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to thi... (5 pages)View decision -
Decision Reference DRN-5308433
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5308433 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse the funds he lost when he fell victim to a scam. Mr K is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr K throughout this complaint. What happe... (4 pages)View decision -
Decision Reference DRN4043172
11 Jun 2018 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc hasn’t done a chargeback request for him.backgroundMr H said that between May and December 2016, he made a number of payments to a merchant that he then understood to be a binary options broker. The amounts he transferred totalled £41,... (4 pages)View decision -
Decision Reference DRN-3482687
17 May 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3482687 The complaint Mrs P complains Clydesdale Bank Plc trading as Virgin Money (“Clydesdale”) turned down a claim she made under section 75 of the Consumer Credit Act 1974 (“CCA”). Mrs P’s husband, Mr P, has represented her in this complaint and has been closely involved in the back... (4 pages)View decision -
Decision Reference DRN6283081
20 May 2019 HSBC UK Bank Plc Not upheldBanking and creditMr B complains that HSBC UK Bank Plc didn’t accept a cash deposit that he’d asked a third party to make on his behalf. backgroundOn 19 February 2019, Mr B’s HSBC bank account balance was above his authorised overdraft limit. Mr B works during branch opening hours, ... (2 pages)View decision -
Decision Reference DRN0701729
30 Aug 2016 MBNA Limited Not upheldBanking and creditMr P’s unhappy that MBNA Limited hasn’t done more to assist him in recovering money he spent using his credit card. He believes he’s been scammed.backgroundMr P received an email from a third party, B, who said it operated a binary option trading platform. Mr P says ... (2 pages)View decision -
Decision Reference DRN-5447245
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5447245 The complaint Mr S complains HSBC UK Bank Plc (trading as first direct) didn’t do enough to protect him when he fell victim to a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened T... (4 pages)View decision
