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 DRN0764040
1 Mar 2016 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Miss J and Mr S complained about mis-sold payment protection insurance (PPI) policies sold to them with a number of loans by Lloyds Bank PLC (Lloyds). Lloyds agreed to settle the complaints but Miss J and Mr S were not happy with the compensation offered.backgrou... (9 pages)View decision -
Decision Reference DRN-2165473
14 Sep 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2165473The complaintMrs B complains about the length of time it took Lloyds Bank plc (Lloyds) to resolve problems with her internet banking access. And she doesn’t think it has paid enough compensation for the inconvenience she suffered.What happenedMrs B is a sole trader and has a bus... (4 pages)View decision -
Decision Reference DRN-4717373
18 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4717373 The complaint Mr H complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost to an investment scam. Mr H is being represented by solicitors in this complaint. What happened The background to this complaint is well known to the parties and has been previously set ... (3 pages)View decision -
Decision Reference DRN-4658974
4 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4658974 The complaint Mr F complains that Starling Bank Limited (Starling) won’t refund the money he lost as a result of a safe account scam. What happened I issued my provisional decision on this complaint on 16 February 2024. I wanted to give both sides a chance to provide any furthe... (7 pages)View decision -
Decision Reference DRN-4829430
25 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4829430 The complaint Miss B complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kn... (4 pages)View decision -
Decision Reference DRN-5489369
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5489369 The complaint Mr M complains that HSBC UK Bank Plc declined to refund a disputed transaction made from his account, and then closed his account. What happened On 19 December 2024, when checking his balance at an Automated Teller Machine (ATM) and then withdrawing £10, Mr M s... (3 pages)View decision -
Decision Reference DRN-1706541
2 Jul 2020 Secure Trust Bank Plc Not upheldConsumer CreditDRN-1706541The complaintMr A complains that Secure Trust Bank Plc didn't cancel his agreement when he asked it to. He's unhappy that the car was repaired and returned to him and that a default has been registered on his credit file. What happenedIn February 2019 Mr A was supplied... (3 pages)View decision -
Decision Reference DRN-4694539
29 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4694539 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (8 pages)View decision -
Decision Reference DRN3296226
29 Oct 2013 Barclays Bank Plc Not upheldInvestment and pensionsMr and Mrs V have complained that advice they received from Barclays Bank Plc(“Barclays”) in 2005 to invest £14,000 in a ‘medium’ risk fund of an investment bond was unsuitable. They are represented in their complaint by a third party adviser, which has said that: the adviser did no... (3 pages)View decision -
Decision Reference DRN5070409
25 Jul 2014 Sanlam Life & Pensions UK Limited Not upheldInvestment and pensionsMr C has complained through a third party representative that advice he received from a predecessor firm of Sanlam Life & Pensions UK Limited (“Sanlam”) in November 1990 to invest £70.00 per month in a whole life savings policy, the “Savings Programme”, was unsuitable.Specifically, ... (6 pages)View decision
