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 363152 results
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Decision Reference DRN-5062320
4 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5062320 The complaint Mr K complains Santander UK Plc unfairly closed his account and provided him with poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr K ... (4 pages)View decision -
Decision Reference DRN-4892511
4 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4892511 The complaint Mr L complains that Bank of Scotland plc, trading as Halifax unfairly blocked and closed his account. He’s also unhappy with Halifax’s level of service to him following its closure decision. What happened Around August last year, Halifax issued Mr L with notice... (3 pages)View decision -
Decision Reference DRN-5062121
4 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5062121 The complaint Mr M is unhappy with how HSBC UK Bank Plc staff treated him during a branch visit. What happened Mr M visited a HSBC branch to withdraw cash over the counter as he was unable to use his debit card because he was waiting for a replacement debit card to be delive... (3 pages)View decision -
Decision Reference DRN-5062332
4 Oct 2024 Legal & General Home Finance Limited UpheldMortgagesDRN-5062332 The complaint Mr and Mrs C complain they were led to believe they would get a lower rate than they were able to obtain on the lifetime mortgage they applied for with Legal & General Home Finance Limited (L&G). They want L&G to honour the lower rate. What happened... (3 pages)View decision -
Decision Reference DRN-4891800
4 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4891800 The complaint Mrs U complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs U has an account with Virgin Money and has been a customer for over 10 years. She also has an account with an elect... (2 pages)View decision -
Decision Reference DRN-4891799
4 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4891799 The complaint Mrs U complains Wise Payments Limited didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs U has an account with Wise Payments Limited which she opened in April 2023. She has an account elsewhere too – with a business who I’ll r... (3 pages)View decision -
Decision Reference DRN-5040688
4 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5040688 The complaint Ms C complained about the service she received from HSBC UK Bank Plc (‘HSBC’) in connection with a failed international money transfer. What happened On 8 July 2024, Ms C placed instructions via Online Banking to transfer a three-figure amount in a foreign cur... (3 pages)View decision -
Decision Reference DRN-4970317
4 Oct 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4970317 The complaint Mr L complains Nvayo Limited (“Nvayo”) hasn’t returned money he deposited into his account. Mr L wants his money released. What happened M L has an account with Nvayo. On 8 August 2023 the regulator, The Financial Conduct Authority (FCA) placed limitations on... (4 pages)View decision -
Decision Reference DRN-4892001
4 Oct 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4892001 The complaint Mr N complains that Scottish Widows Limited (SW) placed his ad hoc pension contributions into a control account instead of investing it into his pension. He thinks he’s missed potential investment growth, leading to a financial loss. What happened Mr N is a con... (5 pages)View decision -
Decision Reference DRN-5062231
4 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5062231 The complaint Mr O is complaining about Vanquis Bank Limited because he says it lent irresponsibly by providing him with a credit card he couldn’t afford and then going on to increase the credit limit. What happened In December 2017, Mr O opened a credit card account with Va... (4 pages)View decision
