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-3319621
4 Mar 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3319621 The complaint Mr H complains that Lloyds Bank PLC has allowed large scale and long-term fraud to take place by his ex-partner, due to it not following correct procedures. This has ruined him financially and has left him with large debts to repay. Mr H is being assisted in his c... (4 pages)View decision -
Decision Reference DRN5891270
13 Jan 2020 Barclays Bank UK PLC Not upheldPayment protection insurance (PPI)Mr R’s complaint is about the compensation offered by Barclays Bank UK PLC (Barclays) for a mis-sold payment protection insurance (PPI) policy that was taken out alongside a credit card.backgroundMr R took out a credit card with Barclays in May 2004. At the same time he took out a PPI poli... (3 pages)View decision -
Decision Reference DRN-3049010
3 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3049010 The complaint Mrs S is unhappy that Bank of Scotland plc trading as Halifax (Halifax) won’t refund payments she made after falling victim to an investment scam. What happened In 2018, Mrs S was looking for a high interest investment opportunity. She came across company P which ... (5 pages)View decision -
Decision Reference DRN-4048710
25 Apr 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4048710 The complaint Mrs B complains that Tesco Personal Finance PLC trading as Tesco Bank didn’t fairly or reasonably deal with her claim under Section 75 of the Consumer Credit Act 1974 (CCA) in relation to a holiday product she purchased, with Mr B, in 2013. The claim, which is the... (5 pages)View decision -
Decision Reference DRN8814877
12 Dec 2013 Bank of Scotland Plc Not upheldInvestment and pensionsMr and Mrs C have complained that advice they received from Bank of Scotland plc (“the business”) in March 2004 to invest £25,000 in a capital-protected product, the ‘Guaranteed Investment Plan’, over five years was unsuitable. They are represented in their complaint by a third party adv... (6 pages)View decision -
Decision Reference DRN-4526586
20 Dec 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4526586 The complaint Mr G complains that National Westminster Bank Plc trading as Ulster Bank didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-3897682
13 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3897682 The complaint Ms L complains HSBC UK Bank Plc won’t reimburse funds she lost to an investment scam. Ms L was looking to invest in crypto currency and found an adviser who I’ll call ‘S’ on a well- known social media platform. Ms L said S held themselves out as someone who was in... (4 pages)View decision -
Decision Reference DRN-4543104
30 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4543104 The complaint Mr R complains that HSBC UK Bank Plc won’t refund him all his money for a package holiday. What happened In April 2019 Mr R’s HSBC UK Bank Plc credit card was used to pay a deposit on a package holiday of just under £5,000 for himself and s... (4 pages)View decision -
Decision Reference DRN-4861361
19 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4861361 The complaint Mr C, who is represented by a third party, complains that Moneybarn No.1 Limited, trading as Moneybarn (“Moneybarn”), irresponsibly granted him two conditional sale agreements he couldn’t afford to repay. What happened In July 2020, Mr C acquired a used car financ... (3 pages)View decision -
Decision Reference DRN-4980997
22 Aug 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4980997 The complaint Mr B complains that Sainsbury's Bank Plc should pay him more compensation than it has offered, after admitting poor service arising in connection with an application he wanted to make for a savings account that offered tax benefits. What happened In Janua... (3 pages)View decision
